Customer Service Coordinator

4 weeks ago


Hamilton, Ontario, Canada Black & McDonald Limited Full time

About This Opportunity

Black & McDonald's Southwest Ontario team is growing and seeking a highly skilled and collaborative professional to join our Service team as a Customer Service Coordinator. This role is located in Stoney Creek and will focus on supporting and facilitating the Service team.

Key Responsibilities

  • Respond as the first point of contact on the Service line.
  • Dispatch technicians for service calls, maintenance work, and other tasks.
  • Respond to client concerns promptly and escalate to the Supervisor as required.
  • Plan and schedule all labor for maintenance agreements, projects, and emergency service calls.
  • Develop daily, weekly, and monthly workload schedules.
  • Ensure agreement files are up to date with proper equipment lists and labor schedules.
  • Maintain vacation and trade school calendars for technicians.
  • Review Preventative Maintenance WIP reports to ensure accurate completion per schedule and hours allotted.
  • Maintain accurate records on call backs, response times, and other Quality Assurance elements as required.
  • Update and upload hourly payroll entry file on a weekly basis.
  • Complete other payroll-related duties as required.

Competency Requirements

  • Communicates Effectively
  • Customer Focus
  • Holds Self and Others Accountable
  • Teamwork and Collaboration

Education Requirements

  • Secondary education diploma is required, though post-secondary degree is preferred.

Work Experience Requirements

  • 3-5 years of Administration/Customer Service/Dispatch experience.

Skills, Abilities, and Other Requirements

Intermediate knowledge and understanding of:

  • Ability to manage multiple projects in a fast-paced environment.
  • Effective leadership skills with a strong focus on facility and business processes.
  • Organization and time management.

Intermediate user of:

  • MS Office (Word, Excel, Project).
  • JD Edwards or an Oracle-based ERP system is an asset.
  • DSI platform is an asset.

Black & McDonald welcomes and encourages applications from persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.



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