Customer Support Specialist

**Summary**
The Customer Support Specialist (CSS) is a professional who excels in the coordination of activities to deliver an exceptional customer experience. These activities include efficient and timely scheduling, excellent communication with customers, technicians and other internal staff, a sense of urgency in dispatching emergency service calls, a high degree of organization to administer and maintain control of work in progress, attention to detail in preparing customer facing documentation and storing internal information, accurate invoicing on a timely and accurate basis, and supporting sales initiatives by providing contract and rental leads to service sales.

**What You’ll Do - The Role (Responsibilities)**
- Ensure all customer interactions (both internal and external) are performed to exceed the expectations of our customers.
- Confirm availability and staging of all required parts and/or equipment for the technician at the most efficient pickup point.
- Facilitate smooth transactions though proper pre-approvals, purchase orders, and payment means.
- Work with the Accounting department to initiate accurate account setup for new customers.
- Follow the 20-minute rule for all emergency dispatching, ensuring that urgency, credit worthiness and the appropriate technician are considered prior to response.
- Ensure proper and timely communication with the customer so they may clearly understand when to expect our GAL Technician on site.
- Schedule contracted maintenance work within the assigned month as efficiently as possible.
- Ensure work orders are opened and closed on a timely basis to properly support technicians in the field and ensure swift invoicing to our customers.
- Coordinate warranty work with the technician and customer, ensuring work orders are opened and coded as warranty when applicable and the status of the call is communicated as needed internally.
- Ensure technicians are aware of the time allocated to complete the warranty repair and that necessary approval is received from the manufacturer prior to completing the work.
- Clearly communicate any warranty limitations to the customer in advance of work performed.
- Ensure that all recommended repairs are quoted by the service sales team and approved by the customer prior to proceeding with any additional work.
- Dispatch technicians within their territories, minimizing windshield time and maximizing productivity by way of efficient scheduling.
- Properly document interactions with customers and technicians.
- In the case of a power outage or declared State of Emergency by any level of Government in Ontario, be available for work.
- Other tasks and responsibilities as deemed relevant and necessary by management

**What You Need (Requirements)**
- 2+ years' experience dispatching, scheduling, and/or coordinating activities in a field service setting
- Bilingual in French and English considered an asset
- Demonstrated ability to troubleshoot basic questions of a technical nature.
- Excellent working knowledge of Microsoft Office, and strong computer skills / aptitude.
- Time management, accountability, and dependability.
- Excellent communication; verbal and written.
- Excellent problem solving, negotiation, and decision-making skills.
- Excellent organizational skills with strong multi-tasking capabilities.

**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
- RRSP match
- Tuition reimbursement
- Vision care
- Wellness program

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Carp, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 2 years (preferred)
- Dispatch: 2 years (required)

Work Location: In person