Customer Service Representative /Dispatcher

Flynn Group of Companies•Mississauga, ON

About The Position

The Customer Service Representative will act as a liaison between our Strategic Clients and our Service Departments, providing service information, answering questions, and resolving any emerging problems that our customer accounts might face with accuracy and efficiency.

Requirements

Excellent verbal and written communication
Must be computer literate with proficiency and working knowledge of database and reporting tools
Ability to manage multiple customer portals for invoicing and service coordination
After hours and weekend availability as required

Nice To Haves

Prior experience in Customer Service or Dispatching is an added advantage
Familiarity with the construction or roofing industry is preferred but not mandatory
Post-secondary education is preferred

Responsibilities

Manage large volume of incoming requests from our Strategic Clients electronically and/or by telephone
Respond promptly to client’s inquiries and meet client timeframes
Communicate with clients through various channels, such as online portals
Communicate and coordinate with internal Service Departments across Canada and the US
Carefully identify problems that might arise from operations with the use of ethical procedures and professional judgment
Handle complaints, provide appropriate solutions and alternatives and follow up to ensure resolution
Obtain and evaluate all relevant information to handle inquiries and complaints
Escalate requests and unresolved issues to the designated resource as required
Keep records of customer interactions; record details of inquiries, comments and complaint
Follow communication procedures, guidelines and policies
Provide accurate invoicing to all Strategic Clients
Identify any discrepancies between contract amounts and invoice amount and resolve any issue