Customer Service Representative

5 days ago

Edmonton AB TL M, Canada Gateway Mechanical Services Full time

At Gateway Mechanical, the extraordinary is possible to achieve in the role of Customer Service Representative

Founded in 1968, Gateway Mechanical is a privately owned company that has established itself as a leader in the commercial and industrial refrigeration, heating, and air conditioning industry (HVACR). Attending to 40,000+ service calls per year, Gateway is the largest HVAC & Refrigeration service provider in Western Canada. Our model is comprised of local branch teams with fully qualified personnel representing HVAC, refrigeration, plumbing/gas fitting, sheet metal, and electrical trades. These teams are supported by centers of excellence including professional engineers and project managers which ensures Gateway's full technical capability is available for every project and service call.

The Customer Service Representative (CSR) is a key position within Gateway. This position is the first point of contact for our valued customers. The CSR will closely with operations and the sales department to ensure that Gateway maintains "best in class" customer service.

Responsibilities:

  • Schedule and dispatch commercial HVAC and refrigeration technicians for service, maintenance, and emergency calls
  • Coordinate service for multiple commercial locations, including retail, grocery, restaurant, industrial, and office facilities
  • Prioritize emergency and after-hours calls to meet commercial service level expectations
  • Communicate with facility managers, store managers, and corporate contacts regarding service status and scheduling
  • Monitor technician progress throughout the day and make real-time scheduling adjustments
  • Ensure proper job details, site access requirements, and safety notes are communicated to technicians
  • Maintain accurate service records, work orders, and customer notes
  • Work closely with co-workers/Foreman to optimize routes, labor utilization, and response times

Experience & Qualifications:

  • Previous experience scheduling or dispatching in commercial HVAC, refrigeration, or a related service industry preferred
  • Strong understanding of commercial service priorities, including response time, and customer expectations
  • Excellent organizational and multitasking skills in a high-volume environment
  • Professional communication skills for interacting with commercial customers and internal teams
  • Proficiency with computers
  • Ability to remain calm and effective during high-pressure situations
  • Knowledge of commercial HVAC and refrigeration systems is a strong plus

Perks of Working at Gateway:

  • Extended Health Care
  • Dental
  • RRSP Matching
  • Life Insurance
  • Health Care Spending Account
  • Employee Assistance Program
  • Paid Vacation Time
  • Competitive Salary
  • Safe Work Culture
  • Great Team Environment

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