Customer Service Representative

Gateway Mechanical Services•Edmonton, AB

21d•Onsite

About The Position

At Gateway Mechanical, we're looking for someone who thrives when the pressure is on, loves solving logistical puzzles, and enjoys being at the center of the action. Every day, restaurants, grocery stores, office towers, hospitals, and industrial facilities rely on Gateway Mechanical to keep their refrigeration, heating, and air conditioning systems running. As a Customer Service Representative (CSR), you'll be the critical link connecting customers, technicians, sales teams, and operations, ensuring service is delivered seamlessly across multiple regions. This position is based in Edmonton and supports service operations across both the Edmonton area and British Columbia, with the majority of your time dedicated to supporting our BC customer base. Success in this role requires a strong understanding of logistics, scheduling, geography, and customer service. Knowledge of Vancouver, the Lower Mainland, Vancouver Island, and the BC Interior is a significant asset and will help you effectively coordinate technicians, optimize response times, and deliver an exceptional customer experience across a large and diverse service territory.

Requirements

2 to 5 years of experience in a customer service, dispatch, scheduling, coordination, or service operations role
Knowledge and understanding of Vancouver, the Lower Mainland, Vancouver Island, and the BC Interior
Ongoing or completed post-secondary education
Intermediate to advanced proficiency in Microsoft Excel, Word, and other Microsoft Office applications
Experience analyzing and resolving customer service issues and concerns
Proven ability to work successfully in a fast-paced environment while managing multiple priorities
Strong organizational skills with the ability to meet tight deadlines under pressure
Self-motivated with the ability to work independently and collaboratively within a team environment
Excellent written and verbal communication skills

Nice To Haves

Knowledge of Vancouver, the Lower Mainland, Vancouver Island, and the BC Interior is a significant asset

Responsibilities

Coordinating service operations across the Edmonton region and British Columbia
Dispatching and scheduling technicians throughout Vancouver, Vancouver Island, and the BC Interior
Making real-time decisions to optimize technician utilization, response times, and customer service delivery across multiple geographic regions
Monitoring and organizing workflow for field staff to ensure completion of assigned obligations within established service timelines
Dispatching technicians throughout the day while updating corresponding work orders
Creating work orders for quoted jobs, coordinating schedules, and issuing purchase orders
Maintaining dispatch boards and service schedules
Serving as the communication hub between customers, field technicians, sales teams, and operations
Scheduling preventive maintenance visits and service calls accurately and efficiently
Processing permits for field technicians
Resolving customer concerns and logistical challenges with urgency and professionalism
Escalating operational and service performance issues when required
Maintaining customer portals and service records
Supporting Gateway's industry-leading commitment to health and safety