Customer Care Coordinator

1 week ago

Kingston, Canada JEFF BYRON PUMPS & WATER TREATMENT INC. Full time

We are an industry leader in providing residential and commercial water pumps and water treatment equipment solutions. Our company provides an essential, valuable, and responsive service delivered by our team of licenced water professionals to ensure our customers have safe and clean water.

**Responsibilities and Tasks**
- Booking, dispatching, and tracking service orders and managing customer worksheets. Invoice customers and receive payments using QuickBooks Online.
- Develop daily schedules for field service personnel, considering work order priorities, due dates, time required, location, skills required, workload and urgency.
- Distribute service orders to field service techs, and ensure accurate information is provided.
- Assist field personnel as needed. Look up customer history, directions etc.
- Provide support and backup for other administrative duties as requested.
- Utilize software to coordinate and track technicians to ensure route optimization.
- Maintain communication with customers regarding service times and updates.
- Review and confirm all service order details for accurate invoicing.
- Communicate work orders, messages, and information using phones, computers, or smart devices.
- Develop a deep understanding of all products the company installs and service and installation practices.

**Worker Requirements**
- Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Speaking - Talking to others to convey information effectively.
- Coordination - Adjusting actions in relation to others' actions.
- Keyboarding skills 40 wpm. Proficient texting skills.
- Excellent organizational and administrative skills. Attention to detail and time management skills.
- Ability to work independently and in a busy team environment.
- Customer Service - Knowledge of principles and processes for providing customer service.
- English Language - Knowledge of the structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.

**Worker Characteristics**
- Cooperation - Pleasant with others on the job and displaying a good-natured, cooperative attitude.
- Communication is fun and easy for you, both verbally and written.
- Adept learner, committed to life-long learning.
- Proven ability to process high volumes of work with accuracy.
- Excellent critical thinking, analytical, and decision-making ability.
- Excellent ability to multitask, handle multiple priorities and meet deadlines.
- Builds relationships through trust, honesty, integrity, exceptional communication, and accountability.
- Dependability - The job requires being reliable, responsible, and dependable.

**Your Education and Experience**:

- Minimum one year of office administration experience.
- Minimum one year in a customer service role.
- Previous dispatch/scheduling experience in a comparable environment preferred.
- College diploma in a technical field, office administration or business administration is an asset

Please note:

- Rate of pay dependent on experience.

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