Swegon North America
March 7, 2019
Markham, Canada
Job Type


Are you looking to join a growing and dynamic company? Are you a Customer Service Representative with 2+ years experience providing 'best in class' service and communication to customers?

Vibro-Acoustics, a Swegon Group Company is recruiting for a Customer Service Representative to join our team at our office conveniently located in Markham, ON. Vibro-Acoustics is a North American leader in HVAC, noise control, vibration isolation, and restraint system solutions. We offer half of a century of unsurpassed industry experience to consultants and contractors.

We offer a comprehensive benefit package, retirement savings plan, great team environment and a state of the art employee lounge complete with a big screen TV and ping pong table!

Job Summary:

Reporting to the Supervisor of Customer Service, the Customer Service Representative (CSR) will support all incoming customer service requests in the customer service team for the VIRS business unit.

The Vibration Isolation, and Restraint Systems (VIRS) business unit, within Vibro-Acoustics, is a rapidly growing and dynamic area of the company that helps provides improved occupant comfort in buildings, and more importantly helps increase life safety.

This role provides VIRS customers with prompt, courteous and consistent best in class customer service for all orders entered through the VIRS online ordering portal, V-A Express. VIRS CSRs are expected to handle customer calls, deal with complaints or questions, handle any online order related issues and generally speak to the customer to deflate any problem before escalation is required.

Applying customer service skills to serve customers even in angry, tense emotional situations with focus on customer satisfaction and business needs. The successful candidate will also assist the Supervisor to develop the department’s processes and procedures as well as provide feedback on how to improve V-A Express.


  • Provide VIRS customers with an exceptional customer experience
  • Shared responsibility for resolving all customer service tickets related to orders processed through the VIRS online ordering system, V-A Express
  • Handle incoming email/phone customer service requests
  • Guide customers on V-A Express software usage.
  • Meet weekly, monthly and annual goals for call volume, customer satisfaction and rapid response times.
  • Assist in onboarding new team members
  • Additional responsibilities as needed to support the VIRS team.

Qualifications & Skills

  • College degree in business, IT or engineering preferred
  • Excellent verbal and written communication skills
  • Minimum of 3 years customer service experience required
  • Experience with e-commerce or ERP systems are valuable
  • HVAC industry experience is valuable
  • Flexibility to work shifts for coast to coast coverage, required
  • Proficient with Microsoft Office Suite.
  • Working knowledge of customer service software, databases and tools

Swegon North America has an accommodation process in place that provides accommodations for applicants and employees with disabilities. Accommodations are available by request for candidates taking part in all aspects of the selection process. If you require a specific accommodation because of a disability or medical need, please contact our Human Resources Department at 416-291-7371. This ensures the appropriate accommodations are in place during the recruitment process and before employment commences.

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