Customer Service Representative

3 days ago

Langley, 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
- Hybrid Work Schedule
- Great Team Environment

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