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Customer Service Representative

As a customer service representative, you will work as part of a dynamic and passionate team to ensure desired company growth. You will book Service appointments and support the Service Department by being a point of contact for our customers. Delivery of excellent customer service is key towards the success of this role.

Responsibilities

Call Centre

  • Answer inbound request for service calls in a friendly and courteous manner
  • Write down details of the customer for technician dispatching and payment collection
  • Track weekly call volume
  • Contact clients to confirm appointment or make changes to appointment based on daily activity.
  • Follow up with customers at the end of the call to gauge satisfaction, handle objections and facilitate any resolutions as needed.
  • Work with estimator to follow up with lead source and outbound as needed to generate additional work.

Dispatch

  • Input details of service location into Service manager software for technician dispatch
  • Work closely with technicians to make schedule adjustments, return trips, track delivery of special-order parts to schedule return trips.
  • Work with project managers to schedule technicians for work brought in via those channels.
  • Schedule warranty work for past construction projects
  • Forward work orders to appropriate people to provide updates

Operations

  • Work with payroll dept. to verify technician hours
  • Organizing billable work orders for invoicing.
  • Tracking invoices for timely payment
  • Organizing vehicle repairs
  • Organizing service meetings and keeping minutes

Qualifications

  • 2 + years customer service experience with a proven track record.
  • Tech Savvy, good typist and proficient with phone systems.
  • Experience in Electrical field or Service industry considered an asset.
  • Highly organized with exceptional follow-through abilities.
  • Strong verbal and written communications.
  • Engaging personality that blends well with a fast-paced, goal-driven environment.
  • Highly motivated, flexible and great attitude.

If this sounds like you, please send a resume and cover letter to [email protected]. We’d love to hear from you!

Notice: In light of COVID-19, all interviews will be held over Video Conferencing until further notice. We thank all candidates for their interest, however only applicants selected for an interview will be contacted.

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