Customer Support Specialist

2 weeks ago

Dartmouth, Canada Total Power Limited Full time

**Summary**

The Customer Support Specialist is a professional who excels in the coordination of activities to deliver excellent customer service. These activities include scheduling, excellent communication (with customers, technicians, and other internal staff), a sense of urgency, a high degree of organization to administer and maintain control of work in progress, invoicing on a timely and accurate basis, business growth through following up on service recommendations, and providing contract and rental leads to service sales.

**What You’ll Do - The Role (Responsibilities)**
- Ensure all customer interactions (both internally and externally) are performed to the expectations of WOW customer service, including facilitating our commitment to be on time, conveying what to expect, ensuring the technician arrives prepared, and developing a strong relationship and understanding of the various sites and site personnel.
- Maintain open communication with Service Managers to maximize awareness of field operations and requirements.
- Confirm availability and staging of all required parts and/or equipment for the technician at the most efficient pickup point including off-site storage units.
- Facilitate payment means, pre-approvals, purchase orders, and initiate opening of new accounts.
- Emergency dispatching - ensure the 20-minute rule is followed and that urgency, creditworthiness and the appropriate technician are considered prior to response.
- Ensure proper and timely communication with the customer so they may clearly understand when to expect our TPL technician on site.
- Scheduling contracted maintenance work (PM, PMO, Monthly, Weekly, LBT) - ensure each technician is properly distributed the work for each assigned account and that it is completed within the assigned month as efficiently as possible.
- Invoicing - ensure work orders are opened and closed on a timely basis to properly support technicians in the field and increase productivity. Verify the accuracy of all work orders prior to invoicing i.e. technician hours, labour rates, and parts used must be accounted for and billed correctly prior submitting the invoice. All completed work orders must be invoiced within 72 hours of the work performed.
- Monitor multiple National Smart Lists to determine available calls that can be invoiced.
- Create Customer invoices for contractual Field Service work performed. Ensure accuracy in amounts compared to contract.
- Monitor return invoice inbox for customer correspondence and rejected invoices.
- Follow-up with the branches, technicians for completion of documentation.
- Verify that all supporting documentation is attached to each invoice.
- Ensure metrics set in place with monthly goals are achieved.
- Attend quarterly meetings and be ready to share ideas revolving around invoicing.
- Coordinating warranty work
- ensure work-orders are opened and coded as warranty when applicable and the status of the call is communicated to the Warranty Coordinator. Ensure technicians are aware of time allowed to complete the warranty repair and that necessary approval is received from the manufacturer prior to completing the work.
- Scheduling Quoted Repairs - Ensure that all recommended repairs are quoted by the Service Sales team prior to proceeding with any additional work. All approved major and minor repairs shall then be scheduled and executed in a timely manner, after verifying that any parts required to complete the repair are in stock and allocated to the job.
- Verifying technician timecards - submit technician timecards to the CSM daily by 10am. Prior to submission, verify that time sheet numbers align with invoicing. Notify the CSM of any discrepancies.
- Efficient scheduling - Dispatch technicians within their territories, minimizing windshield time and maximizing productivity and by way of efficient scheduling. Ensure that each technician is qualified to perform the work at a given site and clearly communicate the requirements of the job, including the site contact, to the technician.
- Communication - Proactively advise customers of after-hours rates and alternatives prior to dispatching when overtime charges may apply. Work with the contracts department to establish policies, practices, and systems to improve the invoicing function and process. Interact with other department personnel to ensure accurate accounting on all invoices.
- Documentation - as work orders are completed, ensure that any noteworthy information relayed by the technician e.g. parts required, cable lengths, number of techs required for execution, or any other special requirements are documented accurately for future reference. Ensure all related company documents are accurate, professional, spell checked, and aesthetically pleasing for all our customers, and suppliers.
- Other tasks and responsibilities as may be required from time to time consistent with the growth and development of Total Power and the position of CSS.

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