Reporting to the VP of Technical and Administrative Support, the Customer Support Agent shall deliver a superior level of service regardless of the day or time of day by providing all work in a timely and professional manner, keeping to our commitments, ensuring all our documentation is timely and accurate and communication through various channels to multiple stakeholders.

Job Duties include but are not limited to:

• Triage calls coming in from clients and technicians

• Escalate client concerns to the appropriate authority as required

• Create the appropriate documentation for all client interactions

• Coordinate all HVAC service requests by prioritizing critical sites, critical equipment failures and emergencies

• Check history for repeat visits on equipment and escalate as required

• Ensure technicians are working within scheduled hours for quoted and repair work

• Review and update the Technicians Schedule Board in CRM

• Review and update the Service Department group email account

• Generate purchase orders

• Manage the Work Order lifecycle (open, update, track, close)

• Communicate with clients updating them on the status of their service requests

• Communicate with technicians, updating them on site requests, confirming their safety, ensuring their paperwork is up to date and ensuring they have work booked

• Validating the accuracy and timeliness of technician’s electronic paperwork daily including timecard submissions

• Follow up with technicians regarding quote submittals and follow-up visits

• Ensure the dispatch queue is kept up to date and dispatched

• Follow-up on all afterhours calls ensuring work is complete and documented

Qualifications and Experience:

• Post-secondary education in Business, Marketing or equivalent work experience.

• 2+ years of experience in Customer Service, Marketing, Business Administration.

Tools and Technology used in this occupation:

• Mobile and desktop computer

• MS Office suite software (Excel, Word, Outlook, Dynamics 365 CRM, SharePoint)

Working Conditions:

• This job operates in a professional office environment
• This role routinely uses standard office equipment such as telephone, computers, photocopiers and printers.
• This role requires working at the desk in front of the computer and taking multiple calls for the duration of the shift (standing or sitting) with regular breaks.