Customer Service Representative

Gateway Mechanical Services•Edmonton, AB

3d•Onsite

About The Position

At Gateway Mechanical, the extraordinary is possible to achieve in the role of Customer Service Representative! Founded in 1968, Gateway Mechanical is a privately owned company that has established itself as a leader in the commercial and industrial refrigeration, heating, and air conditioning industry (HVACR). Attending to 40,000+ service calls per year, Gateway is the largest HVAC & Refrigeration service provider in Western Canada. Our model is comprised of local branch teams with fully qualified personnel representing HVAC, refrigeration, plumbing/gas fitting, sheet metal, and electrical trades. These teams are supported by centers of excellence including professional engineers and project managers which ensures Gateway’s full technical capability is available for every project and service call. The Customer Service Representative (CSR) is a key position within Gateway. This position is the first point of contact for our valued customers. The CSR will closely with operations and the sales department to ensure that Gateway maintains “best in class” customer service. This job posting is seeking a candidate located in Edmonton, with knowledge and understanding of the Vancouver, B.C. area.

Requirements

2 - 5 years of experience in a similar position
Knowledge and understanding of Vancouver, B.C. geography
Ongoing or completed post-secondary education
Demonstrated intermediate to advanced level in Microsoft Excel, Word and other Office products
Demonstrated experience analyzing and resolving customer service and client issues
Demonstrated experience working in a fast-paced environment, as well as a high degree of prioritizing and multi-tasking skills
Demonstrated experience adhering to tight deadlines, particularly in high pressure situations
Demonstrated experience to be a self-starter, with emphasis in a team-oriented environment
Demonstrated written and verbal communication skills

Responsibilities

Monitoring and organizing workflow for the field staff to ensure completion of assigned obligations within established cut-off criteria
Dispatching technicians throughout the day while updating corresponding work orders
Creating work orders for quoted jobs provided by Sales, issuing Purchase Orders (and communicating work order scheduling and PO#’s for sales reference) and coordinate quoted jobs
Updating and maintaining the dispatch board
Relaying communication between sales and the field accordingly
Scheduling technicians accurately and efficiently to fill PMs and service calls
Processing permits for field technicians
Resolving customer logistics problems and complaints to ensure customer satisfaction
Committing to the company’s health and safety culture at all worksites
Escalating performance issues for service operations
Maintaining customer portals