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Operations Scheduling Associate

3 months ago

Markham, Ontario, Canada Enercare Full time

Join one of North America's leading providers of residential and commercial services and energy solutions. We offer a comprehensive benefits package, savings match plans, overtime opportunities, shift premiums, and a defined contribution pension plan after two years of service. If you are dedicated to delivering exceptional customer service, we invite you to explore this opportunity.

Job Title: Service Planning Clerk (Temporary Position)

Reporting To: Operations Manager
Department: Operations

Location: Markham

Rate of Pay: UNIFOR Clerical Range 2

File number: 2615

Vacancies: 2

Hours of Work: Monday – Friday from 7:00 a.m. to 3:00 p.m.

The primary responsibility of this role is to enhance the efficiency of field personnel (service, duct cleaning, and plumbing) to address customer needs effectively. This includes managing orders, reconciling financial transactions, and addressing escalated issues. By employing a structured planning approach and maintaining regular communication with field staff and management, this essential function will ensure that corporate objectives are achieved while providing outstanding service delivery and customer satisfaction.

Key Responsibilities:

Oversee daily scheduling by optimizing board configurations, utilizing rescheduling tools, and managing technician availability, while ensuring effective communication regarding chargeable calls. Proactively manage chargeable service requests, ensuring validation and accuracy. Address daily inquiries from technicians by adjusting schedules to accommodate delays and providing necessary insights on customer service plans. Handle customer requests for appointment adjustments and resolve outstanding issues efficiently. Reconcile service transactions, including validating charges, correcting discrepancies, and balancing cash draws. Manage exceptions and errors by reviewing outstanding reports and processing necessary corrections. Schedule subcontractors and technicians as required. Serve as a friendly and professional point of contact for both internal and external customers. Update records in relevant systems as needed. Prepare reports as required. Coordinate appointment scheduling for back-ordered products and manage sourcing of parts, including arranging deliveries as necessary. Provide customers with quotes for installations. Analyze incoming demand data and forecast variances to optimize resource allocation. Offer general business support, including handling inquiries from the call center. Assist with escalations and priority calls promptly. Prepare the schedule for the following day, ensuring all linked calls are identified. Maintain call availability for all service types by managing the scheduling board effectively. Notify customers of any changes to their appointment times. Resolve customer complaints to the satisfaction of both the customer and the organization. Provide reporting and data analysis as requested by management. Consistently meet defined productivity and performance metrics. Undertake special projects and assignments as directed. Perform other duties as assigned by management.

Qualifications:

Strong customer service orientation with excellent interpersonal skills. Proficient in using scheduling and management software, including ClickSchedule, GERS, Clarify, and MS Office. Ability to utilize various computer systems while communicating via telephone or wireless devices. Proven decision-making capabilities. Excellent organizational skills. Capable of conducting financial analysis to address discrepancies. Ability to thrive under pressure and understand diverse business processes. Flexibility to manage various customer billing scenarios and make informed decisions. Capacity to maintain focus in a fast-paced, team-oriented environment. Completion of Grade 12 education; post-secondary education is an asset.

Enercare is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified individuals and provide accommodations for applicants with disabilities in accordance with applicable laws.