Warranty Customer Service Representative

We are seeking a motivated individual to join our team as a Warranty Customer Service Representative. This role requires strong customer service and organizational skills, making it ideal for a mid-level candidate with a sharp mind and attention to detail.

The Warranty CSR role provides frontline coordination for warranty requests. They manage scheduling of warranty requests & active warranty site day-to-day communications, ensuring technicians are equipped with the right information and resources for success.

Company Description:

True Mechanical is one of BC's largest full-service, self-performing mechanical contractors. We specialize in designing and installing plumbing and HVAC mechanical systems of varying complexities for commercial, residential, institutional, industrial and retrofit projects. 

We are people-centric and value-based, and we believe in creating a positive and supportive environment where diverse people can come together to thrive. At True Mechanical, we believe that transparency is key and that clear information is vital to building relationships as much as it is to the systems we install. We encourage our team members to provide their input on what can make us better so we can, in turn, help them be the best they can be in our trade.

Why Work for True Mechanical? 

Compensation and Benefits:

• We are proud to provide competitive and comprehensive compensation to our team.
• 100% employer-paid extended health care, training allowances, employee perks & RRSP contributions. 
• We believe compensation should come in more forms than a pay-check: team-bonding events, company merch, employee appreciation lunches, bi-annual industry events, sports games, and leadership & development training.

Our top benefits include:

• Dental – 100% coverage on basic services
• Prescription Drug coverage
• Mental health supports, including Registered Clinical Counsellors, Psychologists, Clinical Counsellors, Psychoanalysts, Social Workers and Psychotherapist
• Massage therapists
• Speech therapists
• Physiotherapists
• Naturopaths
• Acupuncturists
• Chiropractors
• Podiatrists or chiropodists
• Emergency Travel Assistance

As a full-time employee, you participate in the following programs through a monthly payroll deduction. You are eligible for these benefits as long as you are employed with us.

• Accidental Death & Dismemberment and Life insurance up to $350,000 up to age 65; then up to $175,000 up to age 70.
  Life insurance for your spouse $10,000 and $5,000 for each child up to your 70th birthday.
• Short-Term Disability up to $700 per week for a maximum of 26 weeks 
• Long-Term Disability up to $6,000 per month up to age 65.

ROLES & RESPONSIBILITIES 

• Warranty Service Request Dispatch
  • Receive and log all warranty requests received by e-mail or by phone – including requests for Lower Mainland, Interior, and Kootenay divisions of TRUE Mechanical
  • Transfer non-warranty client phone requests to Service Coordination Team
  • Contact occupants of active warranty sites to confirm details and schedule appointments.
  • Contact TRUE subcontractors as per Construction Handover Sheets, for reported warranty requests completed by other trades under TRUE mechanical contracts, for active warranty site projects with support form Aftercare & Warranty Admin Manager.
  • Input and track all warranty jobs in BuildOps software, providing updates to requesting parties.
• Technician Support & Coordination
  • Ensure technicians have complete site details, including access requirements and customer notes.
  • Coordinate with the Warranty Projects Manager on technical needs, manpower allocation, and required tools/materials.
  • Track technician schedules to minimize conflicts and ensure efficient routing.
  • Review Warranty job visit flags daily, clearing, or escalating to Warranty Projects Manager or Aftercare Admin Manager)
• Administrative Support
  • Maintain current warranty service records in BuildOps.
  • Communicate with Projects Manager and Aftercare Admin Manager on job status and closures.
  • Support accurate documentation of materials used and minimize supplier returns.

Qualifications & Skills

• 2 years + experience in customer service and/or dispatch roles
• Strong problem-solving and critical-thinking abilities.
• Proficiency in Microsoft Office Suite.
• Excellent organizational and time management skills.
• High attention to detail and accuracy.
• Ability to manage multiple deadlines in a fast-paced environment.
• Strong communication and interpersonal skills.
• Willingness to learn and grow within the company.