Customer Support Specialist

3 weeks ago

Mississauga, Canada Total Power Full time

**Customer Support Specialist - Fuels**
- Mississauga, ON_

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**_ Customer Support Specialist - Fuels_**

**We Offer**
- 100% Employer Paid Medical and Dental Benefits
- Employer RRSP Matching Program
- Annual Health/Wellness Spending Accounts
- Professional Growth & Development

**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 project managers and sales staff to maximize awareness of field operations and requirements.
- Support the day-to-day business operational needs: Work closely with project and sales team to schedule project and repair activities, receiving of vendor and supplier invoices, opening of projects in GP, updating and maintaining CRM, create service appointments and dispatching of technicians.
- Facilitate payment means, pre-approvals, purchase orders, and initiate opening of new accounts.
- Support project managers with the preparation of project documentation: Health & Safety paperwork, TSSA permits, Notice of Projects, and closeout documents.
- Build and maintain the department schedule with guidance from management and team. Ensure all activities, one-time or recurring, are scheduled appropriately with the allocated resources.
- 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 72hours of the work performed.
- Monitor 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.
- Verifying technician timecards - submit technician time cards to the department manager daily by 10am. Prior to submission, verify that time sheet numbers align with invoicing. Notify the manager of any discrepancies.
- 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.
- Update financial spreadsheets and input new data daily
- Prepare weekly amounts invoiced & new approvals
- Prepare material for Finance team each month at month end i.e., amounts invoiced, backlog of jobs and review jobs to be closed each month
- In the case of a power outage or declared State of Emergency by any level of Government, be available for work.
- 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.

**What You Need (Requirement)**
- Minimum 2 years’ dispatching experience in a similar industry.
- Demonstrated ability to troubleshoot basic questions of a technical nature.
- Excellent working knowledge of Microsoft Office, and strong computer skills / aptitude.
- Time management, accountability, and dependability.
- Excellent communication; verbal and written.
- Excellent problem solving, negotiation, and decision-making skills.
- Excellent organizational skills with strong multi-tasking capabilities.

**Working Conditions**
- Manual dexterity is required to use desktop computers and peripherals.
- Overtime as required.

A little bit about Us

Our growth:
As Canada’s 1st Choice for PowerGen, we’ve been growing quickly and aim to keep doing so - if you want to be part of our success story, join our family, and grow with us

Our culture: Our employees are our biggest asset; their engagement and passion are the key to our success.

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