This role serves as a key first point of contact for customers, visitors, suppliers, and internal teams, while also supporting the Service Department with scheduling, service coordination, billing administration, and departmental communication.

The incumbent is expected to provide professional, high-level customer service, maintain efficient administrative processes, and support both day-to-day office operations and service execution.

RESPONSIBILITIES AND DUTIES

Reception & Front Desk

• Greet all customers, visitors, suppliers, and other parties in a positive and professional manner, offering amenities and general office information.

• Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other individuals.

• Manage a large multi-line switchboard and direct all calls and inquiries to the appropriate staff member or department.

• Forward phone calls, emails, and written messages to appropriate staff members.

• Record and relay messages accurately and in a timely manner.

• Maintain safety and security procedures by having guests sign in/out and issuing visitor badges.

• Monitor the check-in/out book and note who is away for the day.

• Keep the reception area clean, tidy, and presentable at all times.

• Handle incoming mail by opening, sorting, and delivering it to the appropriate employee.

• Handle outgoing mail by addressing, sealing, stamping, and preparing it for the end of day.

Customer Service & Service Coordination

• Serve as the first point of contact for customers at the front service counter, providing information and answering inquiries about products, accounts, and services.
• Take service inquiry calls from customers and clients and assist in scheduling appropriate service work and technicians.
• Gather customer information to ensure quality and timely service delivery.
• Coordinate customer service requirements with other departments as needed, including Sales, Projects, Engineering, Inventory, and Service.
• Handle and resolve customer scheduling issues or complaints, escalating to the Manager when required.
• Refer service or product failure concerns to the Manager and assist in investigation and correction of service-related issues.
• Work directly with technicians and internal departments to support the execution of service work.
• Communicate solutions, successes, and opportunities to the Manager.
• Participate in planning, staging, training, and rollout of major projects when required.

Administrative Duties

• Complete daily administrative tasks such as scanning, printing, photocopying, labeling, laminating, and filing.

• Prepare forms, letters, emails, memos, and other documents as requested.

• Maintain and update the phone list directory and safety binder as required.

• Ensure company phone system outgoing messages are current and relevant.

• Manage telephone extensions, including additions and deletions.

• Maintain security protocols and processes, including management of key fobs and security systems.

• Assist in tracking and confirming field data for programming and installations.

• Maintain service logs per customer in NetSuite or other applicable systems.

• Effectively coordinate work processes with internal departments across the organization.

Billing & Service Administration

• Perform data capture and LEM entry.

• Support monthly reconciliation of service orders.

• Work with the Manager regarding services rendered and billing-related matters.

• Assist in ensuring all labour, parts, and service details are accurately accounted for.

• Help maintain organized records of service activities and customer support documentation.

Office Administration

• Order office supplies as needed, including toner and ink for printers.

• Book appointments for building maintenance and photocopier servicing as required.

• Manage relationships with the cleaning company, shredding company, water and coffee suppliers, and other building or office maintenance vendors.

• Keep coffee stations clean and stocked with supplies such as cups, stir sticks, and sugar.

• Liaise with the landlord on general maintenance and operational issues.

• Ensure the lunchroom and other common areas remain clean and tidy.

• Tidy the front sink area at end of day and load/start dishwasher as required.

• Complete other duties as assigned to support office and service operations.

RELATIONSHIPS

The Administrator reports directly to the General Manager, Calgary.

The incumbent also works directly with:

• Service Department

• Sales Department

• Engineering Department

• Inventory Department

• Rentals Department

• Human Resources Department

• Finance Department

• Management

• All Tridon employees

• Customers, visitors, suppliers, and external service providers

AUTHORITY

The Administrator holds the authority to:

• Direct incoming calls and inquiries appropriately.

• Greet clients and determine their needs.

• Record and relay messages.

• Schedule and coordinate service work.

• Work with service and other departments to ensure labour and parts are properly accounted for.

• Maintain service-related records and logs.

• Propose and apply measures to improve and simplify departmental and office processes.

• Assess situations or circumstances and draw sound conclusions.

• Work independently with little or no supervision within the scope of the role.

WORKING CONDITIONS AND PHYSICAL ENVIRONMENT

The Administrator works primarily in an office environment and in a customer-facing capacity. Professional and appropriate dress is required. Occasional overtime, travel, on-call support, or support during project overload may be required. A valid Class 5 driver’s license may be required for occasional job-related activities.

QUALIFICATIONS

Education

High School Diploma

Certificate or Diploma considered an asset

Experience and Training

2 to 5 years of experience in a customer service support role

Skills

• Proficiency in computer programs such as Microsoft Office (Excel, Word, Outlook) and computer databases, Netsuite

• Strong verbal communications skills and telephone etiquette

• Strong interpersonal skills

• Excellent customer service skills

• Strong written communications skills

• Strong organization and time management skills

• Ability to grasp new techniques and deal with rapidly changing events

Physical Demands

The Administrator must be able to spend 80% of their day sitting, 15% walking and standing, and 5% lifting boxes up to 20lbs. They may be required to carry items weighing up to 30lbs over short distances. The incumbent will be also required to look at a computer screen for long periods of time. There is a possibility of eye and/or joint strain related to operating computer equipment.