Customer Service Representative

1 week ago

Concord ON LK L, Canada Martino Contractors Ltd. Full time $40,000 - $60,000 per year

Job Overview

At Martino HVAC, we offer indoor air solutions for residential new construction, custom homes, retrofits, and light commercial applications. We design systems, manufacture components, install equipment, and provide repair services. We believe that everyone deserves to live in a healthy and comfortable home and we believe that indoor climate is critical to maintaining health and comfort.

Reporting to the Customer Service Manager, we are seeking a Customer Service Representative who will be responsible for timely dispatching of Service Technicians to customer sites for the maintenance or repair of customer equipment and for promoting and maintaining a high level of customer satisfaction. This position can be based in Barrie or in Vaughan.

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.
  • Dispatch Service Technicians as service calls are completed.
  • Create service ticket for all service calls.
  • Contact customers with a "Parts Pending" status as parts are received for scheduling.
  • 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 apprised as to Company schedule and requested lead-times.
  • Handle incoming customer inquiries (email & telephone).
  • 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.
  • Other duties as required.

Qualifications

  • Post-secondary education
  • Minimum 2 years in a Customer Service or a Dispatch role with similar responsibilities
  • Strong communication and customer service skills
  • Able to manage and prioritize tasks in a fast paced, frequent deadline environment
  • Proficient in MSOffice

Job Type: Full-time

Benefits:

  • Company events
  • Dental care
  • Extended health care
  • Life insurance
  • On-site parking
  • Paid time off
  • Vision care

Work Location: In person

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