Customer Service Administrator

Black & McDonald Limited•Hamilton, ON

10d•CA$55,000 - CA$60,000•Onsite

About The Position

Black & McDonald’s Southwest Ontario team is growing! If you are committed and collaborative professional looking to contribute to a hard-working, innovative team, this opportunity is for you. Reporting to the Maintenance Operations Supervisor, the Customer Service Administrator is located in our Hamilton (Stoney Creek) office with a focus on supporting and facilitating the Hamilton Service team. The Customer Service Administrator plays a key role in supporting not only the service administration team, but also technicians, sales, and management by ensuring all stakeholders have the information and resources they need. This includes helping streamline workflows, facilitating communication, and contributing to a collaborative and responsive service environment.

Requirements

3-5 years of Administration/Customer Service experience
Ability to manage multiple projects in a fast-paced environment
Familiarity with the Microsoft Windows operating system
Strong organization and time management skills
Ability to communicate clearly and effectively and relate to technicians, customers, and co-worker needs
Maintain a professional demeanor at all times with fellow employees and customers
Good attitude and willingness to learn
Ability to work individually and with a team

Nice To Haves

Post-secondary education preferred
Knowledge of SharePoint, Teams, and other collaboration tools are an asset
Previous experience with proven ability to learn ERP applications, i.e. JDE, SAP, etc. preferred

Responsibilities

Respond as 1st point of contact on the Service line.
Dispatch technicians for service calls, maintenance work and #4’s
Respond to client concerns promptly and escalate to Supervisor as required
Plan and schedule all labour for maintenance agreements, projects and emergency service calls
Develop daily, weekly, and monthly workload schedules
Ensure agreement files are up to date with proper equipment lists and labour schedules
Maintain vacation and trade school calendars for technicians
Review Preventative Maintenance WIP reports to ensure accurate completion per schedule and hours allotted
Maintain accurate records on call backs, response times and other Quality Assurance elements as required
Update and upload hourly payroll entry file on a weekly basis
Complete other payroll related duties as required