Service Desk Administrator

4 weeks ago

Markham, Canada Essential HR Full time

First founded in 1988, and with offices located in Markham, QAE is the largest independently owned and operated elevator company servicing the Greater Toronto Area market. We currently service over 2500 commercial elevators in a wide variety of building types around the GTA. These include, but are not limited to, apartments, condominiums, offices, hotels, hospitals, long term care homes, retail, and industrial sites. Some of our customers include the CBC, Realstar Management Partners, Homestead Land Holdings, Colliers International, GWLRA, Durham College and many others. As the largest independent elevator service company, we directly employ more than 100 individuals including over 65 licensed field employees, who complete an array of elevator work including preventative maintenance, repair, as well as complete modernization.As an independently owned and operated elevator company, QAE does not manufacture elevators (or elevator components). This means we must be able to maintain and repair all makes and models of elevators and have a wide range of technical expertise.
**About the Service Desk Administrator**:The Service Desk Administrator is the first point of contact for our customers when they are requesting service for their elevator. The impression made by this individual goes a long way in creating trust with our customers. Similarly, the Service Desk Administrator is often the liaison between our customers and their field technician. Relaying critical information to the technician about the location and details of the specific elevator repair need sets us up to fix the problem right the first time. As we are a medium-sized business, most employees must wear multiple hats. This is no different for the Service Desk Administrator who also has general reception duties within their job description. Quality Allied prefers to promote from within. We have many examples of this, and many of our current employees have started at, or spent time working at the Service Desk. This is a great stepping-stone role, as it allows an individual to learn the business while building relationships with our customers and the field.
**As the Service Desk Administrator, you will be responsible for**:

- Create a great first impression with customers when calling in for services as the dispatcher of daytime (Monday to Friday 8am-430pm) service calls.
- Input call information in the QAE operations portal (MOM) to create service ticket.
- Call assigned mechanic directly when dispatching an emergency call (including calls where a passenger is trapped in an elevator).
- Create all shutdowns/return tickets from shutdown notifications and/or list, as well as move held over calls from afterhours dispatch to regular time assigned technician.
- Communicate with field technicians regarding issues with tickets and/or service calls.
- Communicate/escalate customer related issues to Supervisor or Management.
- Virtually check-in/out all field employees at the start/end of every workday.
- Collect and track all field vacations in the QAE vacation tracker.
- Keep the Answering service updated on afterhours technician schedules.
- Schedule hoist way access for things like; Annual fire inspections, plumbers, camera repair, etc. upon customer request. Note - Most requests will require us to request a Purchase Order number.
- Updating and reporting specific customers on status of tickets and work orders using their portals.
- Fuel card scheduling for on call technicians.
- Creation of ID Tags for technicians.
- General reception duties including but not limited to:

- Answering of phones and directing to appropriate office person.
- Taking messages where necessary
- Opening and sorting incoming mail
- Readying invoicing for mail pick-up
- Matching payables invoices with packing slips
- Ordering office supplies including office coffee order.
- Assembling project binders
- Assembling modernization binders
- Ordering lunch for office meetings
- QAE reserves the right to revise or add duties to the current list of duties as may be necessary.
- Ability to handle customer frustration.
- Ability to work as part of a larger team.
- Relevant experience dispatching for a trade contractor is preferred (but not required).
- Ability to communicate effectively (orally and in writing).
- Ability to follow a process.
- Flexible to meet the changing demands of our business.
- Desires to grow with a company and take on more challenges in the future.

**What we offer**:

- competitive salary
- benefits after 3 months
- paid vacation
- professional development

**Our Core Values**:
**CUSTOMER SERVICE and URGENCY**As we are not a manufacturer, we must work harder to win new business and keep our customers happy. This necessitates an extremely strong focus on customer satisfaction. Customer Service is our main competitive advantage, and our belief is that every employee of QAE must share in this belief. Each interaction with our customers must be professional and de

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