Company Description Thank you so much for considering our company in your career search! Classic Fire + Life Safety is a leader in the fire protection and life safety industry because of our talented, knowledgeable, and motivated staff. We know that it is our people who make the difference, and we are looking to grow our team of passionate professionals. Interested in joining us?

Our goal is to partner with our customers, to ensure their building, and the people in them are safe, from new building construction activities, modernization activities, and demand for system upgrades, through to preventative maintenance and service.

Why join the Classic team?

• CFLS is a caring company who values our staff.
• CFLS is local and is part of the community.
• CFLS is a full-service fire protection contractor.
• A great working environment with opportunities for career advancement.
• Comprehensive Group benefits.
• Educational assistance program.
• Employee referral bonus program.
• Social events: Building camaraderie and fostering a sense of community is essential.

Job Description The Customer Service Administrator is motivated, with a strong technical and administrative focus to support the company’s field service operations. The Customer Service Administrator will be responsible for reviewing and delivering documentation from the reporting system and ensure the customer journey meets expectations. This position will require an ability to work effectively with other departments such as field services, continuous improvement, scheduling, accounting, IT and Sales. The Customer Service Administrator will support back office administrative functions and provide quality control support to ensure accurate and complete documentation records.

This job description is to be used as a guideline only and may not incorporate all functions of the job. The Customer Service Administrator is a full-time, in-office, position who is responsible for, but not limited to the following tasks:

Task & Responsibilities:

Technical and commercial documentation workflow from creation to finalization and records retention including:

• Opportunity verification/quality-check for service contract and service order creation
• ERP service contract establishment by client and service order type
• Service order and documentation preparation for field staff to complete in accordance with the scope of work
• Inspection report framework establishment
• Purchase order creation
• Verification of final service order and inspection report accuracy
• ERP service contract and service order input/output workflow
• Closeout documents
• Maintain ERP dashboard targets in: OO&D, Service WIP, Customer Care, Client Advocate, and Service Order Flow
• Collaborate with accounting to resolve any issues with invoices and purchase orders, assist with the creation and submission of billing
• Work with site leads and operational managers to rectify workflow issues as required

Secondary Accountabilities

• Ensure client records are accurate and updated in our ERP, inspection reporting platforms, network drives and files
• Work with sales to establish client accounts
• Work with Service Managers weekly on “Work In Progress” reviews
• Provide OO&D status updates to your Supervisor/team
• Support reception for phone coverage on an as needed basis

Systems and Applications

• Work daily within our ERP, service documentation systems, repository folders and invoicing
• Understanding of ERP financial systems and management reporting

Qualifications:

• Minimum 2 years’ experience in customer service, work planning, scheduling, dispatching, and redeployment type roles in service Industries
• Ability to prioritize responsibilities, time management, people skills (communication) and teamwork are all necessary skills for success in this role.
• Working knowledge of Fire & Life Safety Systems, Codes and Standards would be considered an asset
• Working knowledge of fleet management practices would be considered and asset
• Strong attention to detail and record keeping
• Able to process documentation and understand completeness formatting and consistency requirements
• Ability to prioritize work, and meet customer deadlines
• Understanding and ability to work with enterprise-wide systems and applications
• Good interpersonal skills with staff and customers, working both in a team and independently
• Strong time management skills and ability to work in a fast-paced environment in a quickly evolving industry
• Efficient and comfortable with technology and software applications
• Working knowledge of service processes and reporting
• Working knowledge of Fire & Life Safety codes, standards and systems would be considered an asset

We thank all applicants who apply, but only those candidates who meet the above qualifications will be contacted for an interview.

Classic Fire + Life Safety is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are also committed to meeting the needs of persons with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act. If you have any accommodation needs or would like to provide us with your feedback, questions, or concerns, please contact our Human Resources department at aoda@classicfls.com