Customer Service Representative

2 weeks ago

Edmonton, Canada Gateway Mechanical Services Full time

At Gateway Mechanical, the extraordinary is possible to achieve in the role of Customer Service Representative

Founded in 1968, Gateway Mechanical is a privately owned company that has established itself as a leader in the commercial and industrial refrigeration, heating, and air conditioning industry (HVACR). Attending to 40,000+ service calls per year, Gateway is the largest HVAC & Refrigeration service provider in Western Canada. Our model is comprised of local branch teams with fully qualified personnel representing HVAC, refrigeration, plumbing/gas fitting, sheet metal, and electrical trades. These teams are supported by centers of excellence including professional engineers and project managers which ensures Gateway’s full technical capability is available for every project and service call.

The Customer Service Representative (CSR) is a key position within Gateway. This position is the first point of contact for our valued customers. The CSR will closely with operations and the sales department to ensure that Gateway maintains “best in class” customer service.

**Responsibilities**:

- Monitoring and organizing workflow for the field staff to ensure completion of assigned obligations within established cut-off criteria
- Checking technicians in and out of work orders throughout the day while updating corresponding work orders
- Creating work orders for quoted jobs provided by Sales, issuing Purchase Orders (and communicating work order scheduling and PO#’s for sales reference) and coordinate quoted jobs
- Updating and maintaining the dispatch board
- Relaying communication between sales and the field accordingly
- Scheduling technicians accurately and efficiently to fill PMs and service calls
- Processing permits for field technicians
- Resolving customer logistics problems and complaints to ensure customer satisfaction
- Committing to the company’s health and safety culture at all worksites
- Controlling complete file administration as needed for the company’s activities, including, but not limited to file opening, invoicing and archiving
- Addressing and resolving new and existing customer inquiries and complaints
- Escalating performance issues for service operations
- Establishing communication protocols with customers in conjunction with the service team
- Increasing account revenue by understanding client’s needs and concerns, uncovering opportunities, and introducing additional products and services
- Initiating regular follow up with clients regarding proposals and to ensure satisfaction with service levels and progression of work
- Cresting and following up on quotes, repairs, and replacements
- Managing in house accounts
- Supporting updates of Preventative Maintenance Contracts
- Answering New Client Inquiries
- Follow up on Client Satisfaction for initial Service Calls and Preventative Maintenances
- Coordinating with A/R to resolve any payment delays when necessary
- Liaising, consulting, and communicating with various stakeholders to address any concerns with client sites, systems and equipment
- Preparing invoice files for auditing as well as changing any file problems, and updating customer billing notes as required
- Job journaling between work orders to correct errors when required
- Acquiring work orders for billing and filing any timesheets or other applicable paperwork as required
- Posting invoice files and send invoices to customers
- Creating unbilled reports
- Maintaining customer portals
- Create and distribute monthly full coverage lists and ensure that previous months have been closed for invoicing
- Working from the assigned billing board to prepare work orders for timely, accurate invoicing
- Working closely with Collections Administrator and other departments to resolve any collection issues
- Receiving, triaging, and logging incoming client service concerns
- Ensuring that client issues are resolved expediently within the specified period, and if resolution is not possible that follow-up communication

**Experience & Qualifications**:

- 2 - 5 years of experience in a similar position
- Ongoing or completed post-secondary education
- Demonstrated intermediate to advanced level in Microsoft Excel, Word and other Office products
- Demonstrated experience analyzing and resolving customer service and client issues
- Demonstrated experience working in a fast-paced environment, as well as a high degree of prioritizing and multi-tasking skills
- Demonstrated experience adhering to tight deadlines, particularly in high pressure situations
- Demonstrated experience to be a self-starter, with emphasis in a team-oriented environment
- Demonstrated written and verbal communication skills

**Perks of Working at Gateway**:

- Extended Health Care
- Dental
- RRSP Matching
- Life Insurance
- Health Care Spending Account
- Employee Assistance Program
- Paid Vacation Time
- Competitive Salary
- Safe Work Culture
- Great Team Environment

The Future is Bright. Come Grow

  • Customer Care Representative

    2 months ago

    Edmonton, Canada Epiroc Customer Center Full time

    _**Customer Care Representative - Edmonton, AB**_ **RESPONSIBILITIES**: Provide commercial parts support to our customers Handle incoming calls related to consumables, parts, service and equipment prices and delivery of orders Respond to inquiries of stock balance, pricing, lead time, delivery, parts information, specifications, availability inquiries,...

  • Customer Care Lead

    6 days ago

    Edmonton, Alberta, Canada Epiroc Customer Center Full time

    _Customer Care Lead - Edmonton, AB_RESPONSIBILITIES:Provide technical/commercial parts support to our customersHandle incoming calls related to consumables, parts, service and equipment prices and delivery of ordersRespond to inquiries of stock balance, pricing, lead time, delivery, parts information, specifications, availability inquiries, non-conformances,...

  • Customer Service Representative

    3 weeks ago

    Edmonton, Canada Canadian National Railway Full time

    **Role** The Customer Service Representative operates as a professional in a call center environment. Working to enable rail service, the SDR ensures that CN meets the needs of our customers by maximizing operational efficiency and flexibility, minimizing cost and protecting revenue. The Customer Service Representatives are part of the customer team,...

  • Customer Care Lead

    2 months ago

    Edmonton, Canada Epiroc Customer Center Full time

    _**Customer Care Lead - Edmonton, AB**_ **RESPONSIBILITIES**: Provide technical/commercial parts support to our customers Handle incoming calls related to consumables, parts, service and equipment prices and delivery of orders Respond to inquiries of stock balance, pricing, lead time, delivery, parts information, specifications, availability inquiries,...

  • Customer Service Representative

    7 days ago

    Edmonton, Alberta, Canada Canadian National Railway Full time

    RoleThe Customer Service Representative operates as a professional in a call center environment. Working to enable rail service, the SDR ensures that CN meets the needs of our customers by maximizing operational efficiency and flexibility, minimizing cost and protecting revenue.The Customer Service Representatives are part of the customer team, taking...

  • Customer Service Representative

    2 weeks ago

    Edmonton, Canada Chappelle Gardens Residents Association Full time

    **Customer Service Representative** **Description**: The Customer Service Representative will be responsible for the daily administrative and customer service requirements in the main office for the Chappelle Gardens Residents Association (CGRA) The Customer Service Representative position reports to the General Manager of Chappelle Gardens Residents...

  • Customer Service Representative

    3 weeks ago

    Edmonton, Canada Chappelle Gardens Residents Association Full time

    **Customer Service Representative** **Description**: The Customer Service Representative will be responsible for the daily administrative and customer service requirements in the main office for the Chappelle Gardens Residents Association (CGRA) The Customer Service Representative position reports to the General Manager of Chappelle Gardens Residents...

  • Customer Service Representative

    2 weeks ago

    Edmonton, Canada Team Auctions Ltd Full time

    Customer Service Representative We're growing! Exciting opportunity to become part of the TEAM. Customer Service Representative Job Responsibilities: - Serve customers by providing information and resolving problems. - Answer questions and assist customers with creating and maintaining online accounts. - Accept Auction consignments and assist customers...

  • Customer Service Representative

    2 weeks ago

    Edmonton, Canada Quadra Full time

    **Position**: Customer Service Representative **Location**: Edmonton, Alberta **Status**: Full-time, Permanent Are you attentive and ready to react at the right moments? Are you passionate about customer service and problem solving? If so, it’s time to join the Quadra Family! At Quadra we put people first so that together we can reimagine the...

  • Customer Service Representative

    7 days ago

    Edmonton, Alberta, Canada Homes Alive Pets Full time

    Why Homes Alive Pets?This isn't your average pet store. You'll feel it when you walk through our door. It's more than beautifully-designed locations and friendly staff - it's a belief in a higher standard for pet care. Our stores are community hubs - somewhere to come and share an experience with your pet.You'll immediately notice a refreshing shopping...

  • Customer Service Representative

    7 days ago

    Edmonton, Alberta, Canada Homes Alive Pets Full time

    Why Homes Alive Pets?This isn't your average pet store. You'll feel it when you walk through our door. It's more than beautifully-designed locations and friendly staff - it's a belief in a higher standard for pet care. Our stores are community hubs - somewhere to come and share an experience with your pet.You'll immediately notice a refreshing shopping...

  • Customer Service Representative

    2 weeks ago

    Edmonton, Canada Quadra Chemicals Ltd. Full time

    **Position: Customer Service Representative** **Location: Edmonton, Alberta** **Status: Full-time, Permanent** Are you attentive and ready to react at the right moments? Are you passionate about customer service and problem solving? If so, it’s time to join the Quadra Family! At Quadra we put people first so that together we can reimagine the...

  • Customer Service Representative

    3 weeks ago

    Edmonton, Alberta, Canada Fine Sight Solutions Full time

    Our Customer Service Representatives (CSR) are communication experts who provide fast, friendly service to customers to ask questions, assess their needs, and provide immediate assistance. Upon joining our goal-driven, energetic team, the Customer Service Representative (CSR) will receive two weeks of intensive hands-on training to become a resident expert...

  • Customer Service Representative

    1 month ago

    Edmonton, Alberta, Canada Fine Sight Solutions Full time

    Our Customer Service Representatives (CSR) are communication experts who provide fast, friendly service to customers to ask questions, assess their needs, and provide immediate assistance. Upon joining our goal-driven, energetic team, the Customer Service Representative (CSR) will receive two weeks of intensive hands-on training to become a resident expert...

  • Customer Service Representative

    4 weeks ago

    Edmonton, Canada U-Haul Full time

    **Customer Service Representative**: Are you a people person? Do you love helping others? U-Haul is in search of friendly, motivated people for the position of Customer Service Representative. As a Customer Service Representative, you will work as part of a supportive team to be the face of U-Haul company’s exceptional service and ensuring that customers...

  • Customer Service Representative

    2 weeks ago

    Edmonton, Canada AutoCanada Inc. Full time

    **Customer Service Representative** **Crosstown Autobody** **Edmonton, Alberta, On-Site** **Compensation: $45,000 - $55,000 per year** **Schedule: Monday to Friday, 8 am - 5 pm** **Crosstown Autobody** is looking for a **Customer Service Representative** located in **Edmonton, Alberta**. We are a growing team with opportunities for career...

  • Customer Service Representative

    1 week ago

    Edmonton, Canada Kohltech Windows & Entrance Systems Full time

    **Job Summary**: Our Customer Service Representatives are the first point of contact with our customers. The Customer Service Representative will be responsible for responding to dealer inquiries and ensuring the highest level of customer service. **Job Duties**: - Maintain exemplary service to existing customer base. - Provide quotations for products to...

  • Customer Service Representative

    3 weeks ago

    Edmonton, Canada MCSnet Full time

    **Customer Service Representative** **St. Paul, AB** Are you looking to make a real difference in how people connect and communicate? Do you want to be at the forefront of cutting-edge technology and make a real difference? Are you ready to start your journey in shaping the future of connectivity? We have an opportunity for you! **About Us**: MCSnet is...

  • Customer Service Representative

    1 week ago

    Edmonton, Canada MCSnet Full time

    **Customer Service Representative** **St. Paul, AB** Are you looking to make a real difference in how people connect and communicate? Do you want to be at the forefront of cutting-edge technology and make a real difference? Are you ready to start your journey in shaping the future of connectivity? We have an opportunity for you! **About Us**: MCSnet is...

  • Customer Service Representative

    3 weeks ago

    Edmonton, Canada Red Arrow Full time

    **Customer Service Representative** Red Arrow is currently looking for a Customer Service Representative to join our team based out of our downtown Ticket Office (10014 - 104 Street). This is a full-time position, working between 32 - 44 hours per week. Shifts fall between 7:15 am and 7:00 pm. Weekend availability is required. Your positive attitude is...