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Customer Service Representative-pitt Meadows

4 months ago

Chilliwack, 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**:

- Monitor and organize workflow for the field staff to ensure completion of assigned obligations within established client KPIs.
- Dispatch, update, and maintain work orders to technicians.
- Create work orders for on demand and quoted jobs, issue Purchase Orders and coordinate.
- Update and maintain the Dispatch board.
- Ensure communication is completed accurately to all stakeholders.
- Manage all administration required to ensure accurate record keeping and technicians can access information. Including, but not limited to: file opening, invoicing, and archiving.
- Bring all client inquiries and concerns to resolution as the primary contact, escalate as necessary.
- Increase account revenue by understanding clients’ needs and concerns.
- Support minor updates of Preventative Maintenance Contracts (IE Equipment update).
- Provide award-winning customer service; build quality relationships and make sure all customer complaints are addressed and handled professionally, leaving the customer with a positive resolution.
- Work with A/R to resolve payment delays when necessary.
- Job Journaling between work orders to correct errors when required.
- Maintain customer portals Obtain client purchase orders when required.
- Correct any errors in relation to billing.
- Prepare local invoices to the invoice-ready stage working from the assigned billing board to prepare work orders for timely and accurate invoicing.
- Enter new customer information into ERP for new

customer set-up.
- Post invoices and prepare to send to the client.
- Receive, triage, and log incoming client concerns.

Requirements / Certifications
- 2 - 5 years 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 an emphasis in a team-oriented environment
- Demonstrated written and verbal communication skills
- Demonstrated experience with Microsoft Office products

Perks of Working with Gateway
- Weekly Payroll
- 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