Operations Support Clerk

3 weeks ago

Markham, Canada ENERCARE Full time

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.

**Job Title**: Operations Support Clerk

**Reporting To**: Customer Operations Manager

**Department**: Customer Operations

**Location**: Birchmount

**Rate of Pay**: UNIFOR Clerical Range 2

**File number**: 1913

**Hours of Work**: 35 hours per week: Monday to Friday: 8:00 a.m. - 4:00 p.m.

The primary focus of this role will involve acting as a triage point of contact and support for cross functional teams including Energy Management Consultants, District Sales Managers, General Managers and Sales Support to drive resolutions on deficient HVAC contracts. The role itself is a key support role to both the install and service business. This key function will ensure that corporate goals are met in a manner that provides best-in-class service delivery and customer satisfaction.

**Responsibilities**:

- Support cross functional teams and drive resolutions on deficient HVAC contracts in a timely manner
- Processing of miscellaneous credits and debits in GERS as request by the field
- Provide a regular interface with WNS to support corrections in a timely manner
- Process CRM’s to correct input errors
- Balancing of Cash draws of previous days activities for both Service and Install transactions on a daily basis
- In charge of HVAC order entry and finalization including Serial Number input, credit card processing and task information entry once the deficient contracts issues have been corrected
- Responsible for running of MASF on service transaction
- Ensure filing of all Install and Service paperwork and Reg Tags in a timely manner
- Providing retrieval of documents from Iron Mountain upon request
- Investigating sub contractor transactions to determine if claw backs are required on a daily basis
- Processing of sub contractor payment, for both service and install subs
- Processing of queue cases to resolve customer escalations in a timely manner
- Assisting with contractor payment reconciliation
- Processing of paperwork associated to any rental or purchased products
- Processing of all manual subcontractor paperwork in Clarify
- Account for the review and processing of errors as defined within the existing suite of error reports
- Drafting of collections and NSF Cheque letters upon request
- Inbound and outbound handling of Customer calls,
- Act as a courteous and friendly central point of contact for both internal and external customers.
- Reconciling the bank deposit against sales and field invoices, deposits and payments
- Responsible for prepping daily bank deposits, filing of paperwork
- Faxing of Red tags and Homecare Checklist in a timely manner
- Ability to effectively resolve customer complaints to the satisfaction of both customer and the company
- Pulling of paperwork to resolve a customer request for documentation within the outlined service level
- Ability to provide reporting and data analysis as requested by management
- Undertake special projects and assignments as assigned
- Achieve defined productivity and performance measures on a consistent basis
- All other duties as assigned

**Qualifications**:

- Working knowledge of GERS A/R processing and interaction with external account partners (ie.GENPAC)
- Customer focused with excellent interpersonal skill
- Ability to effectively use ClickSchedule, GERS, Clarify & MS Office software programs
- Ability to concurrently use various computer information packages in conjunction with telephone / wireless radio communication devices
- 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
- Proven decision-making skills
- Strong organizational skills
- Capable of doing financial analysis to rectify variances
- Grade 12 education
- Post secondary education is preferred

This position applies to UNIFOR Local 975.

Enercare’s recruitment process includes accommodation for applicants with disabilities. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

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