HVAC Call Centre Agent
Napoleon Products
Barrie, ON
Job Details

Title: HVAC Call Centre Agent

Reports to: Team Leader, Customer Solutions

Job Purpose: Provide “Best Customer Service – No Questions Asked” as per corporate guidelines/objectives to existing and new customer base. Handle all inbound inquiries (phone, email, social media etc.) with accuracy and professionalism. Process replacement & parts orders as necessary. Provide technical assistance to dealers and service technicians, general maintenance & troubleshooting guidance to customers while logging relevant information into designated database(s) as required.

Key Responsibilities and Accountabilities:
  • Respond to technical inquiries including those beyond the scope of product advisors. Visualize and troubleshoot any problems that a consumer or service technician may run into (installations or mechanical problem on equipment already installed).
  • Respond to product information inquiries. Answer calls, emails & faxes from consumers, dealers, distributors & sales agents
  • Enter replacement parts and warranty orders, producing reports as needed.
  • Record relevant information from customer
  • Accumulate and share product information with team members.
  • Enter information in product returns systems (Return Authorization).
  • Identify and track potential product quality issues and report those (Quality Audit).
  • Report necessary revisions to replacement parts manuals, maintain support documents as required, report issues with product websites.
Education and Experience:
  • College Diploma/Certificate or University Degree in related field, or 3-5 years related job experience
  • 3-5 years’ service field experience or technical support in a manufacturing environment. Preferred contact centre/customer service experience
  • HVAC: G3 gasfitter required. Valid Refrigeration 313A or 313D certification preferred.
  • Hearth: G3 gasfitter preferred.
  • Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook), Visual, Customer Service Software
  • Customer Service, Technical Experience relevant to product line


Team Player: Works well as a member of a group

Dedicated: Devoted to a task or purpose with loyalty or integrity



Peer Recognition: Inspired to perform well by the praise of coworkers

Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization