Customer Support Agent

2 days ago

Vaughan, Canada Ambient Mechanical Ltd Full time

Ambient Mechanical is a progressive company that believes in training, coaching, and supporting its most valuable resource; its people. Last year we celebrated our 41st year in the ICI HVAC Industry. We are looking forward to 41 more years of continued growth.

The Customer Support Agent communicates with Customers and HVAC Technicians, prioritizing work to be done, scheduling accordingly, and following up to ensure the work is complete and documented completely and in a timely manner. This is a full-time permanent position with a competitive salary and benefits.

**Job Duties Include**:

- Review and prioritize service requests ensuring all the information needed to clearly understand the service required has been listed
- Triage service requests for multiple disciplines and direct service requests as required
- Determine which technician is best suited and available for the work and schedule accordingly
- Update the schedule hourly (or as required)
- Communicate service and schedule activities with the technicians and other service agents
- Review work activities that occurred after-hours
- Respond quickly to customers
- Open and assign work orders and process purchase orders using Microsoft Dynamics CRM
- Review work orders submitted by technicians ensuring that they contain all the required information
- Follow-up on open work orders ensuring the work gets done and the order is closed and ready to be invoiced

**Preferred Skillset Includes**:

- Able to balance conflicting priorities to manage business priorities and workflow and meet critical deadlines
- Using CRM can accurately input, edit, update and retrieve information on
- Able to check and verify documentation for completeness and accuracy
- Able to work independently and work cooperatively with others in a team environment
- Able to organize work, workspace, and time taking into consideration frequent interruptions and tight deadlines
- Able to calmly listen, assess and clarify problems and respond with options to internal and external customers who may be angry, confused, or upset
- Able to provide and request information accurately, efficiently, and diplomatically with customers and the department
- Able to identify and assess problems
- Using logic and reasoning, able to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
- Able to make sound decisions in the absence of direction

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