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Come and join one of North America's largest home and commercial services and energy solutions companies We offer comprehensive benefits, savings match plans, overtime, shift premiums and a DC Pension Plan after 24 months. If you are passionate about delivering 5 Star Customer Service, we would love to hear from you.

Reporting To: Manager, Builder Delivery Group

Department: Builder Support

Location: Birchmount

File Number: 2556

Rate of Pay: Range 2 as per the Collective Agreement

Hours of work : 35 hours per week: Monday – Friday: 8:00 a.m. – 4:00 p.m.

The primary focus of this role will involve acting as a point of contact and support for Builder Reps including the coordination of order entry and delivery of Water Heater tanks, billing, scheduling service calls and handling escalations. Through the use of a formalized planning process and continuous interaction with field staff and management, this key function will ensure that corporate goals are met in a manner that provides best-in-class service delivery and customer satisfaction.

Responsibilities:

• Ensure order entry of Water Heater delivery requests for Builder/Dealer are entered accurately as per the delivery schedule in a timely fashion
• Co-ordinate any special deliveries of Water Heaters based on Builder/Dealer needs as required
• Co-ordinate any Builder/Dealer FSL picks on demand
• Confirm delivery schedule for rental tanks to Builders/Dealers in a timely fashion
• Provide Support to Builder Reps and Builders/Dealers to resolve delivery, service and billing discrepancies as required
• Accountable for answering inbound and outbound telephone inquiries from Builder/Dealers, internal employee’s and other business partners to assist explaining accounts and resolving issues with zero abandonment rate, 90% quality rate, and AHT as per departmental targets
• Handle Builder/Dealer escalations and provide follow up resolutions to issues, meeting all service levels as defined
• Submit site applications for processing and assist internal and external partners on site application discrepancies on demand
• Process all moving tanks, prior to delivery of the replacement water heater in a timely fashion as requested by the Builder/Dealer avoiding any duplicate billing
• Process all buyouts for stolen/damaged Water Heaters prior to delivery of the replacement water heater accurately and in a time fashion as requested by the builder avoiding duplicate billing
• Ensure Builders/Dealers receive completed customer codes with delivery request forms in a timely manner
• Schedule service calls based on Builder/Dealer needs, meeting all service levels as defined
• Work with other internal departments on inventory issues as required on demand
• Provide billing support and ensuring Builder/Dealer billings are automated through 3 rd party bill providers
• Ensure closing information is entered accurately and in a timely manner, meeting all service levels as defined
• Perform outbound calls to Builders/Dealers to obtain customer and closing information as required in a timely manner
• Resolve all other Builder/Dealer related billing issues as required in a timely manner
• Update transfers from Dealer to Builder on a daily basis
• Update Builder/Dealers billing information as required on demand
• Act as a courteous and friendly central point of contact for both internal and external customers.
• Achieve defined productivity and performance measures on a consistent basis
• Ability to provide reporting and data analysis as requested by management
• Undertake special projects and assignments as required by management
• Assist with filing of documents and other ad hoc clerical duties
• Other duties as assigned by management

Qualifications:

• Customer focused with excellent interpersonal skills
• Ability to effectively use GERS, Clarify, DEBE, Readi & MS Office software programs
• Ability to concurrently use various computer information packages in conjunction with telephone / wireless radio communication devices
• Ability to effectively resolve customer complaints to the satisfaction of both customer and the company
• Strong organizational skills
• Capable of doing financial analysis to rectify variances
• Must be capable of working well under pressure and understanding various business processes in relation to different products and services offered
• Must be extremely flexible to handle the different scenarios that can arise in dealing with customer billing issues and make the appropriate decisions accordingly
• Ability to maintain focus and work in a fast-paced, pressure filled team environment
• Grade 12 completion
• Post Secondary education is an asset
• Ability to work independently with minimal supervision

This position applies to UNIFOR Local 975.

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.