Customer Service

7 months ago

Dartmouth, Canada ATL-REFAC Limited Full time

Full Time
- Selected individual will be expected to work out of our office located in Eastern Passage, N.S.
- Receive calls, customer relations, customer service, customer interaction.
- Gather information from the customer/caller related to reason for the call and service required.
- Daily, weekly, monthly, etc., planning/scheduling as required to ensure workload is completed in a timely manner.
- Document all calls, service calls, repairs and provide weekly recap reports including challenges, progress, opportunities.
- Document all leads and direct leads to appropriate personnel/department.
- Plan/schedule and document all current and future maintenance's, provide weekly/monthly recap reports including challenges, progress, opportunities.
- Dispatch with prioritization/coordination of service calls, maintenance/service contracts, scheduled repairs, dispatch all other work/jobs for all departments.
- Dispatch to ensure coordination, execution, completion and tracking of customer maintenance contracts. Ensure field staff are following established scope of work and checklists according to contracts.
- Dispatch non-billable/non-productive work orders with proper authorizations.
- Manage field service management software program.
- All work/jobs for all departments are to be dispatched/scheduled.
- Ensure information is accurate, current and up to date, matching/linking with accounting software.
- Ensure all customer information, contracts, maintenances, checklists, etc., are current and up to date. Set up new customers with established agreed to terms and conditions.
- Ensure smooth transition of timesheets, field reporting, work order invoices, etc.
- General compliance of field staff with electronic system.
- Knowledge and awareness of delinquent customers, manage ‘do not dispatch’ list.
- Ensure field staff are on job sites at expected times, regular 2 way communication with field staff, general communication, tracking and checks.
- Ensure all field staff are adhering to company procedures and expectations for paperwork submissions to ensure timely and accurate processing of Billing Staff. Timesheets, packing slips, customer job slips, customer required paperwork, ATL-REFAC work order invoices, warranty related paperwork, site/equipment/parts pictures, etc.
- Prepare paperwork required for Billing Staff to ensure smooth billing process internally and externally with customers.
- Manage accordingly, customer disputes that may arise, assist with collections process.
- Issue purchase orders with proper authorizations.
- Accept payments and process electronic payments from customers.
- General administration & paperwork as required, general communications, contribute to positive work environment & culture, contribute to the success of the operation.
- Work individually and within the team environment.
- Achieve established goals, metrics. General tracking & reporting as required.
- Other duties and/or special projects as required to be assigned.

**EXPERIENCE/QUALIFICATIONS**:

- Positive, strong work ethic. Motivated, driven, self-motivated, professional individual. Embraces change, accepting of change and able to implement direction.
- Strong/exceptional computer skills in areas such as Outlook, Excel, Word, etc., and keen ability to learn new software programs quickly.
- Experience with field service management, dispatch, scheduling software programs would be a definite asset for the role.
- Experience within the industry would be an asset but not necessary. Experience with dispatch, scheduling, managing field staff, service agreements, contract management would be definite asset for the role.
- Strong/exceptional organizational skills, priority setting, problem solving skills, detail orientated.
- Ability to work on own and within the team. Must be able to take direction and run with it and conversely, show initiative and drive for the betterment of the business.
- Understanding of other business processes and cross functions would definitely be an asset to the role. Billing, AR, parts, inventory, etc.
- General higher education. Diploma, College or University Degree, other applicable training or designations is preferred and would be an asset to the role.

Valid driver’s license, clean driver’s abstract and clean security background check required.

If you think you have what it takes, if you possess the skills, requirements, are self-motivated and want to be involved with a reputable company, then you should apply.

**Salary**: Up to $70,000.00 per year

**Benefits**:

- Company pension
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Dartmouth, NS B2W 1E5: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Skilled trades industry:

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