Customer Service Specialist

3 weeks ago

Kelowna, British Columbia, Canada Williams Machinery Full time

Williams Machinery has a rich history of over 100 years in the sales, rental, and repair of machinery. We also provide training across British Columbia on the safe and effective operation of various equipment. Our services cater to diverse sectors including warehousing, milling, construction, forestry, and recycling, ensuring that we meet all equipment requirements. Experience the culture of 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 guarantee 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 services, and maintaining clear communication with clients throughout the service repair journey, including scheduling necessary service work.

Key Responsibilities:
  • Assist in coordinating technicians, whether on the road or in the shop, as assigned.
  • Create work orders and generate quotes for required services.
  • Maintain effective communication with clients throughout the service process to ensure high customer satisfaction.
  • Assess parts availability and organize future appointments.
  • Review completed repair orders and services 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.
  • Input technician times, comments, and job codes accurately.
  • Schedule jobs and manage technician workloads, utilizing GPS for optimal productivity.
  • Oversee Planned Maintenance Agreement management, including routine reporting and scheduling.
  • Coordinate parts for shop and field jobs as necessary.
  • Complete warranty documentation and submissions promptly, ensuring effective communication with manufacturers.
  • Arrange freight for service work pick-up and delivery as needed.
  • Adhere to workplace health and safety practices consistently.
  • Perform other assigned responsibilities as required.
Knowledge, Skills, and Abilities:
  • Ability to foster relationships with clients and colleagues in a professional manner.
  • Capability to translate client needs to technicians or a willingness to learn.
  • Adept at assessing client needs and recommending services.
  • Strong communication skills with technicians and management.
  • Exceptional attention to detail and a positive demeanor, coupled 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 effectively.
  • Willingness to learn and accept coaching.
  • Strong problem-solving abilities.
  • Self-motivated, organized, and capable of multitasking.
  • Able to learn and utilize operational databases.
Training, Education and Experience:
  • 2-4 years of experience in scheduling service work.
  • High School Diploma.
Compensation Package:
  • Annual salary ranging from $52,000 to $70,000 based on skills and qualifications.
  • Three weeks of vacation.
  • Medical and dental benefits.
  • RRSP matching plan.
Values:
  • Build trust with clients and each other.
  • Commit to teamwork and collaboration.
  • Focus on customer satisfaction to create loyal clients.
  • Support the community and care for our environment.
  • Deliver results efficiently and effectively.
Working Conditions:

The Service Advisor position operates on a standard 40-hour work week, Monday to 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, we will contact only the shortlisted candidates. Thank you for considering career opportunities with Williams Machinery.

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