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Ainsworth Inc

Customer Experience Representative

Edmonton, AB, T5S 1S7, Canada

Full-time

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Job details

Job type: Full-time
Experience: 1-3 years of previous experience in a customer service/support role preferably within a service industry
Posting language: English
Posted: Aug 7, 2026

Original job description

If you thrive in a team-oriented workplace that challenges your skills, drives your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs, join the GDI Ainsworth team today!

Job Summary:

At GDI Ainsworth, our customers are our top priority. As Customer Experience Representatives (CER’s) you will believe in high-quality customer experiences. Using phone calls and emails as your everyday working tools, you will be there to listen, support and problem solve our GDI Ainsworth clients requests. We are looking for candidates who enjoy a challenging workday and who love helping customers.

Key Responsibilities:

Receive calls or emails requests from clients for various reasons related to service or daily operations of their sites.
Responding efficiently and accurately to caller, explaining possible solutions and ensuring that clients feel supported and valued.
Engaging in active listening with callers, confirming or clarifying information.
Develop and maintain an understanding and working knowledge of our Remote Building Automation Alarms (RBAS) with an emphasis on triaging and acting upon remote monitoring system alarms.
Create and complete work order requests on all incoming calls and email requests.
Manage Work Order requests, close outs from client platforms to ensure SLA requirements are met.
Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner
The CER is to monitor the SLA commitments on all work orders and if the SLA is at risk or will not be achieved, they will raise the issue with the appropriate department.
Adhere to the Company’s Quality System operating procedures.
Perform other duties as assigned by Management.

Qualifications:

1-3 years of previous experience in a customer service/support role preferably within a service industry
College/university graduate or equivalent work experience
Experience working in HVAC/Building Automation industry or a related field is an asset.
Professional, self-starter with the ability to assume additional responsibilities and work flexible hours as required
Exceptional customer service, active listening, verbal and written communication skills, professional phone voice.
Understanding of company products, services, and policies.
Proficiency with computers, especially with CRM software, and strong typing skills.
Ability to ask prying questions and diffuse tense situations.
Must be available to attend and successfully complete a two (2) week full-time paid training program.

Availability:

Available to work morning, afternoon, and rotational weekend shifts (Saturday).

Why work at GDI Ainsworth?

GDI Ainsworth is growing at an unprecedented rate and to help attract and retain top talent, we provide benefits on your first day with us. We offer a wide variety of benefits including the following:

Benefits: Comprehensive health, dental and medical benefits, including wellness supports, RSP matching and generous vacation

Rewards: Service milestones and peer recognition plus Employee Discounts and Incentives

Flexibility: Hybrid working models, where applicable

Diversity: An inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within company

While we appreciate all the applications we receive, we advise that only candidates under consideration will be contacted.

GDI Ainsworth is committed to building a diverse and inclusive workplace. Qualified designated group members are encouraged to apply as any reasonable accommodation of qualifications will be considered as per our Accommodation Policy, available upon request.

GDI Ainsworth is an integrated multi-trade company, offering end-to-end services and solutions for all asset maintenance and refurbishment requirements of our customers. We are continually striving to create better and more advanced products as well as provide the highest quality service. We are rapidly growing and need talented professionals to help drive our vision at becoming the best multi-trade company in the country! Join us…. Make a difference.

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More about this job

Responsibilities

The Customer Experience Representative manages incoming client requests via phone and email while monitoring building automation alarms. They are responsible for creating work orders, ensuring SLA compliance, and providing efficient, accurate solutions to client issues.

Requirements

Candidates should have 1-3 years of customer service experience, preferably in the service or HVAC industry. Proficiency with CRM software, strong communication skills, and the ability to work flexible shifts including weekends are required.

Skills

Customer service
Active listening
Problem solving
Communication skills
CRM software
Typing skills
Remote monitoring
Work order management
Triage
Building automation
HVAC knowledge
Conflict resolution

Benefits

Comprehensive health benefits
Dental benefits
Medical benefits
Wellness supports
RSP matching
Generous vacation
Service milestones
Peer recognition
Employee discounts
Incentives

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Customer Service
CRM
HVAC
Building Automation
RBAS
SLA
Work Orders
Remote Monitoring
Alarm Triage
Service Industry
Communication
Active Listening
Problem Solving
Data Entry
Multi-trade

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