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Customer Service Agent

3 weeks ago

Burlington, Canada Neelands Full time

Neelands is a family owned, private Canadian company that has been in the refrigeration and HVAC business since 1958. We have a long history of providing comprehensive refrigeration and HVAC design, installation, and service offerings to Supermarkets as well as Commercial and Industrial markets across North America. We are a leader in advanced refrigeration technologies and state of the art products, offering turnkey solutions for new construction, retrofits for existing facilities, system controls, HVAC services, and sustainable energy services.

Since 1958, Neelands has been providing industry-leading and customized solutions for a broad range of industries and businesses. We are proud to have a dedicated and highly skilled technical team that is focused on refrigeration, HVAC, energy management, controls, equipment sales, and service and maintenance.
Neelands Group began as a family-run business and, to this day, we treat our team like extended family. We offer a competitive salary, learning opportunities, and a range of benefits.

**The Position**:
Neelands is searching for a Customer Service Agent. Reporting to the Service Operations Manager, the Service Dispatcher will have various responsibilities including dispatching service calls to Service Technicians, updating customers, shipping & receiving, and data entry. This position will be in Burlington, Ontario.

**Responsibilities**:

- Helping customers with their day-to-day requirements
- Answering customer calls for refrigeration or HVAC service
- Dispatching service calls to assigned Service Technicians in conjunction with the Service Manager
- Resolving inquiries and communicating information to Service Technicians
- Logging service information into both the in-house system and customer service portals daily to ensure up-to-date status and arrival times are within requirements
- Reconciling work orders to timecards
- Checking paperwork to assist in preparing for payroll and Service invoicing
- Effective use of GPS software including running reports
- Assisting internal departments with inquiries
- Assisting technicians with both service IDs and Purchase Orders
- Arranging for shipping of equipment and parcels as needed
- Receiving packages and mail as needed
- Reporting duties related to service operations
- Clerical responsibilities as required
- Special projects and other duties as required

**Qualifications**:

- A friendly and professional approach to dealing with both customers and technicians
- Excellent communication and customer service abilities
- A self-starter who is highly effective working independently and within a team
- Flexibility, along with the ability to operate well under pressure
- Ability to perform in a high pressure, time-sensitive environment
- Organizational skills and problem solving with respect to multi-tasking and prioritization of responsibilities
- A keen attention to detail
- Fully proficient with Microsoft Office Suite
- Ability to adapt to and learn software; experience with Great Plains would be considered an asset

**What you Bring to the Team**:

- A friendly and professional approach to dealing with customers
- Excellent communication skills and customer service abilities
- A self-starter who is highly effective working independently and within a team
- Flexibility, along with the ability to operate well under pressure
- Ability to perform in a high pressure, time-sensitive environment
- Organizational skills and problem solving with respect to multi-tasking and prioritization of responsibilities
- A keen attention to detail
- A positive, hands-on, “can-do” attitude

Why join Neelands?
- Paid Time Off - Vacation & Sick Days
- Benefits
- RRSP/DPSP
- Competitive Salary
- Paid weekly
- Employee Assistance Program (EAP)
- Professional Development and Training

Neelands Group Limited is committed to providing accessible employment practices that comply with Accessibility standards and regulations. If applicants require accommodation for a disability during the recruitment process, they must make their needs known in advance. Please notify Human Resources or the hiring manager upon scheduling your interview.

If you are a team player and you are looking for an opportunity to grow with Neelands, we encourage you to submit your resume.
We thank all applicants for their interest in Neelands; however only those selected for an interview will be contacted. Please no phone calls or agencies.
Neelands is an equal opportunity employer.
Accommodations are available upon request. If applicable, please inform Neelands Group Limited of accommodations that are required during the recruitment process.