Service Specialist

2 weeks ago

Ottawa, Canada Enerfrog Business Services Full time

**Looking for new members to join our growing team and business**

** Exciting opportunities to learn new parts of the business**
** Relaxing and goal oriented team environment**
** After training, availability for remote working**
** Competitive pay and benefits**

**We are a 24/7 HVAC and Automation company that works with many companies to help them achieve their cost management and energy management goals. We also assist in Facilities management and afterhours services.**

Main duties include but are not limited to:

- Receiving calls or electronic mail requests from customers for various reasons related to building Service, Energy or daily operations.
- Create and complete ticket requests on all incoming calls.
- Follow-up on tickets in-progress and assure customers satisfaction.
- Answer all incoming telephone calls and record details of customer Interaction
- Enter all service call data into computerized management systems
- Route calls to the appropriate office, account manager, contractor or technician
- Follow up with management and account managers to provide call closure if necessary
- Accessing and updating call and client information in the computerized management systems and other Customer Information Systems as needed
- Providing reports and documentation to the clients and internal staff
- Provide education and support regarding Service to colleagues.
- Provide optimum levels of Customer Service, dispute resolution, and product/service knowledge to customers.
- Claim, investigate and determine resolutions for logged complaints
- The central point of escalation for all matters related to Enerfrog service.
- Ad hoc Reporting
- Subject Matter Expert where possible.
- Ensure that pending issues receive proper follow-up and that they are completed within the designated time frames.
- Escalate issues in accordance with standard procedures
- Educational support on new and existing procedures.
- Ensure that day to day operational problems which impact service delivery are identified and resolved through working with the Enerfrog management.
- Develop and maintain excellent customer relations and resolve customer complaints
- Identify and implement potential processes changes and improvements with managements support
- Participate in after hours on call rotation.
- Facilitate communication with other team members, staff and other employees.

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

**Salary**: $19.00-$23.00 per hour

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- On-site parking
- Work from home

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Night shift
- Weekend availability

Ability to commute/relocate:

- Ottawa, ON: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: Hybrid remote in Ottawa, ON

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