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Customer Service Specialist
2 months ago
Williams Machinery has a rich history of over 100 years in the sales, rental, and repair of machinery. We are dedicated to training individuals across British Columbia on the safe and effective operation of various equipment, including forklifts, skid steers, excavators, loaders, and dump trucks. Our company serves diverse sectors such as warehousing, milling, construction, forestry, and recycling, addressing their equipment requirements. Experience working with an award-winning organization recognized as a Platinum Certified Canada's Best Managed Company and one of BC's Top Employers.
As a Service Advisor, your role will involve close collaboration with service technicians and clients to ensure the precise and prompt execution of scheduling, work orders, invoices, and customer follow-ups. You will be tasked with gathering and updating customer information, documenting requested repairs and maintenance, overseeing repair processes, promoting additional necessary services, and maintaining communication with clients throughout the entire service repair journey, including the scheduling of service work as needed.
Key Responsibilities:- Assist in coordinating technicians in the field or shop as assigned.
- Create work orders and prepare quotes for necessary service requirements.
- Maintain effective communication with clients throughout the service process to ensure high customer satisfaction.
- Assess parts availability and arrange future appointments.
- Review completed service orders and repairs with clients post-service.
- Prepare repair estimates and follow up with clients for approval to proceed.
- Ensure work orders are finalized and invoiced within 48 hours of job completion.
- Assign tasks to the appropriate technician and monitor job completion timelines.
- Perform data entry for technician hours, comments, and job codes.
- Organize technician workloads and schedule jobs, utilizing GPS for optimal productivity.
- Manage Planned Maintenance Agreements, including routine reporting and scheduling.
- Coordinate parts for shop and field jobs as necessary.
- Complete warranty documentation and submissions accurately and promptly, ensuring effective communication with manufacturers.
- Arrange freight for service work pick-up and delivery as required.
- Adhere to workplace health and safety practices consistently.
- Perform other duties as assigned.
- Ability to foster relationships with clients and colleagues in a professional manner.
- Capability to interpret client needs for technicians or a willingness to learn.
- Adept at assessing client requirements and recommending services.
- Strong communication skills with technicians and management.
- Exceptional attention to detail and a positive demeanor, along with strong interpersonal skills.
- Proficient in general computer skills and experienced with Microsoft Office applications (Outlook, Word, Excel).
- Possess a sense of humor and the ability to manage stressful situations.
- Willingness to learn and accept coaching.
- Strong problem-solving abilities.
- Self-motivated, organized, and capable of multitasking.
- Able to learn and utilize operational databases.
- 2-4 years of experience in scheduling service work.
- High School Diploma.
- Annual salary ranging from $52,000 to $70,000 based on skills and qualifications.
- Three weeks of vacation.
- Medical and dental benefits.
- RRSP matching program.
- Build trust with clients and each other.
- Collaborate as a team to achieve success.
- Focus on customer satisfaction to create loyal clients.
- Support the community and care for our environment.
- Deliver results by understanding and accomplishing objectives.
The Service Advisor position operates on a standard 40-hour work week, Monday through Friday.
Privacy Notice for Job Applicants:By applying, you consent to share your name and email with our third-party assessment provider solely for assessment purposes, if required. We will manage your data confidentially and will not use it for any other purpose.
Selection Process Notification:Due to the volume of applications, only shortlisted candidates will be contacted. Thank you for considering career opportunities with Williams Machinery.
