Customer Service Representative

3 days ago

Barrie, Canada Martino HVAC Full time

**Job Location**: (Barrie and surrounding area)

**Overview**

This position is responsible for the timely and strategic dispatching of Service Technicians to customer sites for the maintenance or repair of customer HVAC equipment and for promoting and maintaining a high level of customer satisfaction. This role will require you to handle inbound and outbound calls to existing customers and offer additional services such as maintenance plans.

A. Key Accountabilities and Responsibilities
- Monitor, prioritize and organize daily workflow for Service Technicians to ensure completion of assigned jobs.
- Schedule and coordinate all service calls as calls are received.
- Outbound calls to plan members, past customers, recently acquired customers.
- Dispatching service technicians strategically based on circumstance and technician skillset.
- Create a dispatch ticket for all service calls.
- Selling maintenance plans and setting up sales leads.
- Schedule return trips with customers when parts are in.
- Debrief Service Technicians after completion of each call.
- Maintain and update appropriate customer data, including key contacts, servicing information, address changes and other critical information.
- Keep customers appraised as to Company schedule and requested lead-times.
- Take incoming customer service calls.
- Maintain the dispatch board / schedule.
- Check and validate documentation.
- File service orders.
- Work with Service Technicians and inventory staff to finalize work orders for invoicing.
- Process Service work orders and create invoices.
- Utilize communication tools effectively on a daily basis.
- Strict adherence to all Company established procedures and policies, including Health and Safety.
- Special projects or other duties as required.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

**Education**:

- Secondary School (preferred)

**Experience**:

- working with HVAC: 3 years (preferred)
- Customer service/call center: 3 years (preferred)

Work Location: In person

Expected start date: 2024-10-14

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