Customer Service Representative

1 month ago

Edmonton, Canada Gateway Mechanical Services Full time

**At Gateway Mechanical, the extraordinary is possible to achieve in the role of**

**Customer Service Representative**

Founded in 1968, Gateway Mechanical is a privately owned company that has established itself as a leader in the commercial and industrial refrigeration, heating, and air conditioning industry (HVACR). Attending to 40,000+ service calls per year, Gateway is the largest HVAC & Refrigeration service provider in Western Canada. Our model is comprised of local branch teams with fully qualified personnel representing HVAC, refrigeration, plumbing/gas fitting, sheet metal, and electrical trades. These teams are supported by centers of excellence including professional engineers and project managers which ensures Gateway’s full technical capability is available for every project and service call.

The **Customer Service Representative (CSR)** is a key position within Gateway. This position is the first point of contact for our valued customers. The CSR will closely with operations and the sales department to ensure that Gateway maintains “best in class” customer service.

**Responsibilities**:

- Monitoring and organizing workflow for the field staff to ensure completion of assigned obligations within established cut-off criteria
- Checking technicians in and out of work orders throughout the day while updating corresponding work orders
- Knowledge of the city and working with GPS system to dispatch effectively
- Creating work orders for quoted jobs provided by Sales, issuing Purchase Orders (and communicating work order scheduling and PO#’s for sales reference) and coordinate quoted jobs
- Updating and maintaining the dispatch board
- Relaying communication between sales and the field accordingly
- Scheduling technicians accurately and efficiently to fill PMs and service calls
- Processing permits for field technicians
- Resolving customer logistics problems and complaints to ensure customer satisfaction
- Committing to the company’s health and safety culture at all worksites
- Addressing and resolving new and existing customer inquiries and complaints
- Escalating performance issues for service operations
- Establishing communication protocols with customers
- Supporting updates of Preventative Maintenance Contracts
- Job journaling between work orders to correct errors when required
- Maintaining customer portals

**Experience & Qualifications**:

- 2 - 5 years of experience in a similar position
- Ongoing or completed post-secondary education
- Demonstrated intermediate to advanced level in Microsoft Excel, Word and other Office products
- Demonstrated experience analyzing and resolving customer service and client issues
- Demonstrated experience working in a fast-paced environment, as well as a high degree of prioritizing and multi-tasking skills
- Demonstrated experience adhering to tight deadlines, particularly in high pressure situations
- Demonstrated experience to be a self-starter, with emphasis in a team-oriented environment
- Demonstrated written and verbal communication skills

**Perks of Working at Gateway**:

- Extended Health Care
- Dental
- RRSP Matching
- Life Insurance
- Health Care Spending Account
- Employee Assistance Program
- Paid Vacation Time
- Competitive Salary
- Safe Work Culture
- Great Team Environment

**The Future is Bright. Come Grow with Us

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