Customer Service Representative

WHY JOIN CRITICAL ENVIRONMENT?
Critical Environment Technologies (CET) is the largest independent commercial gas detection manufacturer in North America. We design, manufacture and service gas detection systems for commercial HVAC, institutional, municipal, and industrial applications, including parking facilities, refrigeration plants, commercial swimming pools, water purification plants, arenas, wineries and more. Our devices can be found in all US states and Canadian provinces and in more than 20 other countries, and ongoing R&D keeps our equipment at the leading edge of a quickly evolving space.
Our mission, "Safer Air Everywhere", has never been more important, and it drives our world-class team to do amazing work. It also sets our standard for customer satisfaction, safety, and environmental protection.
Our small, collaborative team is passionate about that mission. Our culture is shaped by five simple values: staying curious, giving a sh*t about our work and each other, getting things done, maintaining a positive attitude, and acting with integrity. We take our work seriously, but we also believe a respectful, supportive environment is what allows great work to happen.
THE OPPORTUNITY
We are looking for a highly organized, customer-focused Customer Service Representative to support both our Customer Success and Field Service operations. Delta, BC. This is a full-time, in-office role (Monday to Friday, 7:30 am – 4:00 pm).
WHAT YOU WILL DO:
This role is centered around one core objective: continuously asking how we can serve our customers better and deliver the best possible experience.
You will support customer communication, coordinate field service activities, maintain operational documentation, and help improve internal processes. Working closely with both the Customer Success and Service teams, you will ensure requests are handled smoothly, service is delivered reliably, and customers feel well supported at every step.
You will also provide backup support for the Field Service Coordinator function, assisting with scheduling, service coordination, and customer communication as needed. Over time, this role may expand to include additional responsibilities within Customer Success or Service Operations.
Core Responsibilities:
Customer Success
Deliver an exceptional customer experience and serve as a primary point of contact for customer inquiries
Follow up on customer requests to ensure timely resolution and closure
Respond promptly and professionally to customer requests via phone and email, providing accurate information
Maintain a friendly, empathetic communication style that leaves a positive and professional impression on customers
Collaborate closely with internal teams to ensure customer requests are directed to the appropriate departments, such as technical support, sales, or field service
Assist with order entry and service coordination when required, ensuring accurate and efficient processing
Assist with new dealer onboarding activities
Document and maintain core customer success processes and Standard Operating Procedures (SOPs)
Identify opportunities to improve customer workflows and operational processes
Field Service Coordination (Support / Backup)
Provide support and backup coverage for the Field Service Coordinator position
Assist with scheduling technicians, confirming customer appointments, and coordinating service activities
Serve as a communication link between customers, field technicians, and internal teams when supporting service activities
Assist with service quoting, documentation, and invoicing as required
Triage incoming service requests and route them to appropriate technical resources, ensuring timely resolution
WHAT SKILLS AND EXPERIENCES YOU WILL BRING:
The right person for this role is pro-active, detail oriented, and takes ownership of their work. You are naturally curious, look for ways to improve how things are done, and follow through to get things across the line. You bring a positive attitude, communicate clearly, and care about doing the right thing for the team and the customer.
You will also have:
1-3 yrs experience in a customer service role
Collaborative attitude, able to work effectively within a team and across departments
Strong communication skills, both written and verbal
Strong customer service orientation with a genuine desire to assist customers and exceed their expectations
Demonstrated ability to manage multiple tasks and priorities while maintaining attention to detail
Ability to deal with people tactfully, diplomatically, and professionally at all times
High school diploma or equivalent. Associate's or bachelor's degree in business, communications, or a related field is a plus
Proficiency with Microsoft Outlook, Excel, and Word
Strong keyboarding skills with the ability to type quickly and accurately (minimum 50–60 WPM preferred)
Experience maintaining customer records and documentation systems
Experience working with CRM or ERP systems; Microsoft Business Central is a plus
WHAT WE OFFER:

Employment type
Full-Time

Work arrangement
No