Customer Service Representative

6 months ago

Montréal, Canada Patterson Companies, Inc. Full time

The Service Coordinator will be responsible for providing a professional approach to dispatching and performing all duties related to the scheduling of requests for service. This role requires a high level of professional autonomy due to the nature of resource planning in the assignment of service technicians to service requests.

**Major Duties**:

- Actively triages calls and inquiries from clients.
- Is responsible for the life cycle of service orders (creates, edits, completes and invoices service orders).
- Works closely with the Patterson National Repair Centre team and our nine locations' service coordinators.
- Answers calls from clients, technicians and Patterson Canada representatives.
- Creates work orders, as well as the manufacturers' estimates and invoices, in the computer system.
- Follows up on estimates on a regular basis.
- Demonstrates a commitment to Patterson values and professionalism through appropriate conduct at all times.
- Performs other duties as assigned.

**Job qualifications**:

- High school diploma or any relevant experience.
- Previous customer service experience is required, along with excellent verbal/phone communication and organizational skills.
- Has strong organizational and multi-tasking skills, demonstrates sound judgment and excellent decision-making abilities, and shows great attention to detail.
- Able to deal with people tactfully, diplomatically and professionally at all times.
- 1-3 years' experience in dispatching.
- Previous experience working with project or resource coordination.
- Bookkeeping/accounting experience preferred.
- Proficient in Microsoft Office 365 Suite.
- Knowledge of the dental industry is an asset.
- Excellent oral and written communication skills, both in English and in French, to communicate with our clients and employees across Canada.**Patterson n’est pas juste un simple lieu de travail, c’est un partenaire qui se soucie de votre succès.**

L’une des marques distinctives de Patterson, ce sont les personnes de talent qui incarnent notre culture ̶ être axés sur les gens, en constante évolution et centrés sur les résultats. La croissance professionnelle abonde dans cet environnement de travail motivant. Nous reconnaissons l’apport positif de la diversité des talents et des expériences de nos employés et nous croyons qu’ils bâtissent une organisation plus forte et prospère.

Le coordonnateur ou la coordonnatrice des services sera chargé(e) de fournir une approche professionnelle en matière de répartition et d’exécution de toutes les tâches liées à la planification des demandes de service. Ce rôle nécessite une grande autonomie professionnelle en raison de la nature de la planification des ressources dans l’affectation des techniciens de service aux demandes de service.

**Fonctions essentielles**:

- Trier activement les appels et les demandes des clients.
- Être responsable du cycle des commandes de service (création, modification, exécution et facturation des commandes de service).
- Travailler en étroite collaboration avec l’équipe du Centre national des réparations et les coordonnateurs de service de nos neuf succursales.
- Répondre aux appels de la clientèle ainsi que les techniciens et représentant(e)s de Patterson Canada.
- Création des bons de réparations dans le système informatique ainsi que les estimations du manufacturier et la facturation.
- Faire le suivi des estimations sur une base régulière.
- Démontrer un engagement envers les valeurs et le professionnalisme de Patterson grâce à une conduite appropriée en tout temps.
- Remplir d'autres tâches au besoin.

**Formation et compétences**:

- Diplôme d'études secondaires ou toute autre expérience pertinente.
- Une expérience antérieure en service à la clientèle est requise, ainsi qu'une excellente communication verbale/téléphonique et des compétences organisationnelles.
- Avoir de solides compétences organisationnelles et multitâches, faire preuve de discernement, avoir d'excellentes capacités décisionnelles, et faire preuve d'une grande attention aux détails.
- Capable de collaborer avec les gens avec tact, diplomatie et professionnalisme à tout moment.
- Entre 1 et 3 ans d'expérience en répartition.
- Expérience de travail antérieure en coordination de projets ou de ressources.
- Expérience souhaitée en tenue des comptes/comptabilité.
- Maîtrise de la suite Microsoft Office 365.
- Connaissances de l'industrie dentaire, un atout.
- Excellente maîtrise du français et de l’anglais, tant à l’oral qu’à l’écrit afin d’être en mesure de communiquer avec nos employés et clients à travers le Canada.

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