Customer Care Administrator

**About the Role**:
We’re looking for a proactive Customer Care Administrator to provide exceptional support to our customers while keeping our service and IT systems running smoothly. This role focuses on delivering excellent customer experiences, basic IT support for operational efficiency, while managing the administrative processes that ensure smooth service operations.

**Key Responsibilities**
- Serve as a central point of contact for customers, responding to inquiries, requests, and concerns promptly and professionally.
- Provide administrative support to the service team, including data entry, file maintenance, and reporting.
- Schedule and confirm service appointments, ensuring accuracy in calendars and systems.
- Prepare and process customer documentation, service requests, and follow-up communications.
- Generate and distribute reports on customer service activities and service performance metrics.
- Coordinate daily, weekly, and monthly schedules based on customer needs, staff availability, and business priorities.
- Communicate clearly and professionally with customers to provide appointment reminders, updates, and follow-ups.
- Maintain accurate records of appointments, service requests, and customer communications in the scheduling system.
- Monitor urgent or high-priority requests.
- Support customer care initiatives by addressing concerns promptly and escalating issues when necessary.
- Support IT-related tasks such as: Basic troubleshooting of software issues, Assisting staff with system access, password resets, and user guidance, Assisting in software updates, data imports/exports, and documentation of IT processes.

**Qualifications & Skills**
- Previous experience in scheduling, customer service, or administrative coordination is **required**. Call centre experience is not required or desired.
- Basic IT knowledge and comfort using software tools.
- Knowledge of office equipment for the purpose of troubleshooting, mínimal servicing and repairing (i.e., computers, photocopiers, printers, scanners, etc.).
- Strong communication skills with a professional and customer-focused approach.
- Excellent organizational and time management abilities, with attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Problem-solving mindset and ability to remain calm under pressure.
- Bilingualism is considered an asset.

**Why You’d Be a Good Fit**:
You’re someone who:

- Is punctual and motivated to learn.
- Is organized, detail-oriented, and comfortable managing multiple tasks at once.
- Is comfortable calling customers to schedule, and follow up on service, communicating clearly and professionally without being overly chatty - but not accustomed to high-volume call centre environments.
- Has basic IT skills and is confident using software tools to solve problems.
- Can work effectively within workplace hierarchy, respecting reporting lines and escalating issues appropriately.
- Can work collaboratively with the service team but can also focus independently in their own workspace.

**Working Conditions**:

- Office setting - Remote work is not offered for this role.
- Long periods of sitting/working at a computer, independently.

Metal-Air provides industry-competitive wages and a well-rounded benefits package.

Pay: $23.00-$27.00 per hour

Expected hours: 32 - 36 per week

**Benefits**:

- Casual dress
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Vision care

Work Location: In person