Customer Support Agent

Job Description

<h3>Job Description</h3><p>Job Description<p>Salary: 48,000 - $52,000 annually<br /><p>Reporting to the VP of Technical and Administrative Support, the Customer Support Agent shall deliver a superior level of service regardless of the day or time of day by providing all work in a timely and professional manner, keeping to our commitments, ensuring all our documentation is timely and accurate and communication through various channels to multiple stakeholders.</p><p><br><br></p><p>Job Duties include but are not limited to:</p><ul><li>Triage calls coming in from clients and technicians</li><li>Escalate client concerns to the appropriate authority as required</li><li>Create the appropriate documentation for all client interactions</li><li>Coordinate all HVAC service requests by prioritizing critical sites, critical equipment failures and emergencies</li><li>Check history for repeat visits on equipment and escalate as required</li><li>Ensure technicians are working within scheduled hours for quoted and repair work</li><li>Review and update the Technicians Schedule Board in CRM</li><li>Review and update the Service Department group email account</li><li>Generate purchase orders</li><li>Manage the Work Order lifecycle (open, update, track, close)</li><li>Communicate with clients updating them on the status of their service requests</li><li>Communicate with technicians, updating them on site requests, confirming their safety, ensuring their paperwork is up to date and ensuring they have work booked</li><li>Validating the accuracy and timeliness of technicians electronic paperwork daily including timecard submissions</li><li>Follow up with technicians regarding quote submittals and follow-up visits</li><li>Ensure the dispatch queue is kept up to date and dispatched</li><li>Follow-up on all afterhours calls ensuring work is complete and documented</li></ul><p><br /></p><p>Qualifications and Experience:</p><ul><li>Post-secondary education in Business, Marketing or equivalent work experience.</li><li>2+ years of experience in Customer Service, Marketing, Business Administration.</li></ul><p><br><br></p><p>Tools and Technology used in this occupation:<br><br></p><ul><li>Mobile and desktop computer</li><li>MS Office suite software (Excel, Word, Outlook, Dynamics 365 CRM, SharePoint)</li></ul><p><br><br></p><p></p><p>Working Conditions:</p><ul><li>This job operates in a professional office environment</li><li>This role routinely uses standard office equipment such as telephone, computers, photocopiers and printers.</li><li>This role requires working at the desk in front of the computer and taking multiple calls for the duration of the shift (standing or sitting) with regular breaks.</li></ul></p></p>