Customer Service Administrator

Classic Fire + Life Safety•Amaranth, ON

2d•Onsite

About The Position

The Customer Service Administrator is motivated, with a strong technical and administrative focus to support the company’s field service operations. 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. 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. Part-time, in-office, position who is responsible for, but not limited to the following tasks:

Requirements

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

Nice To Haves

Working knowledge of Fire & Life Safety codes, standards and systems would be considered an asset

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
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
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
Support reception for phone coverage on an as needed basis