Customer Service Representative - Edmonton, Canada - Gateway Mechanical Services

Gateway Mechanical Services

Verified Company

Edmonton, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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:

Monitoring and organizing workflow for the field staff to ensure completion of assigned obligations within established cutoff criteria
Checking technicians in and out of work orders throughout the day while updating corresponding work orders
Creating work orders for quoted jobs provided by Sales, issuing Purchase Orders (and communicating work order scheduling and PO#'s for sales reference) and coordinate quoted jobs
Updating and maintaining the dispatch board
Relaying communication between sales and the field accordingly
Scheduling technicians accurately and efficiently to fill PMs and service calls
Processing permits for field technicians
Resolving customer logistics problems and complaints to ensure customer satisfaction
Committing to the company's health and safety culture at all worksites
Controlling complete file administration as needed for the company's activities, including, but not limited to file opening, invoicing and archiving
Addressing and resolving new and existing customer inquiries and complaints
Escalating performance issues for service operations
Establishing communication protocols with customers in conjunction with the service team
Increasing account revenue by understanding client's needs and concerns, uncovering opportunities, and introducing additional products and services
Initiating regular follow up with clients regarding proposals and to ensure satisfaction with service levels and progression of work
Cresting and following up on quotes, repairs, and replacements
Managing in house accounts
Supporting updates of Preventative Maintenance Contracts
Answering New Client Inquiries
Follow up on Client Satisfaction for initial Service Calls and Preventative Maintenances
Coordinating with A/R to resolve any payment delays when necessary
Liaising, consulting, and communicating with various stakeholders to address any concerns with client sites, systems and equipment
Preparing invoice files for auditing as well as changing any file problems, and updating customer billing notes as required
Job journaling between work orders to correct errors when required
Acquiring work orders for billing and filing any timesheets or other applicable paperwork as required
Posting invoice files and send invoices to customers
Creating unbilled reports
Maintaining customer portals
Create and distribute monthly full coverage lists and ensure that previous months have been closed for invoicing
Working from the assigned billing board to prepare work orders for timely, accurate invoicing
Working closely with Collections Administrator and other departments to resolve any collection issues
Receiving, triaging, and logging incoming client service concerns
Ensuring that client issues are resolved expediently within the specified period, and if resolution is not possible that followup communication

Experience & Qualifications:

years of experience in a similar position

Ongoing or completed postsecondary education
Demonstrated intermediate to advanced level in Microsoft Excel, Word and other Office products
Demonstrated experience analyzing and resolving customer service and client issues
Demonstrated experience working in a fastpaced environment, as well as a high degree of prioritizing and multitasking skills
Demonstrated experience adhering to tight deadlines, particularly in high pressure situations
Demonstrated experience to be a selfstarter, with emphasis in a teamoriented environment
Demonstrated written and verbal communication skills

Perks of Working at Gateway: