Professionally answer phones within specified response time targets, and accurately document customer requests for service in service management system and follow all steps to completion.
Prioritize and dispatch work orders to field service personnel in order to complete scheduled and unscheduled demand service work to meet service quality and responsiveness targets with multiple deadlines and seasonal peaks.
Determine if there is additional work to be completed while technician is at the customers premises.
Interface with customers and other departments as necessary to ensure successful completion of service and resolution of service issues identified throughout the service delivery process, on the spot troubleshooting and problem solving.
Liaising with customers to provide updates of work.
Adjust communication style to accommodate customer's needs, including updating customer's service portals. Directing and supporting field staff.
Follow up with technicians when additional information is required, including documentation of service work performed. Follow through to completion.
Timely work order review prior to submission for costing and billing.
Verify parts noted on work order are accounted for. Ensure spelling and grammar are correct.
Updating customer portals, sending completed work orders to customers, understanding the financial effect of the process.
Adhere to all company policies, quality system and procedures. Perform all job functions in a safe and healthful manner, abiding by and in accordance with all applicable Health, Safety and Environmental company policies and government legislation/regulations.
Perform other duties as assigned by Management.
2 years relevant experience in a related environment. Knowledge of HVAC or other mechanical industries an asset.
Proficient computer skills.
Proven ability to communicate effectively with a diverse group of internal and external individuals.
Proven systematic and organized approach to multi-tasking.
Demonstrates ability to work independently to complete assigned tasks with minimum supervision.
Good command of the English language both written and oral.
Grammar and spelling are essential. French as a second language would be an asset. Demonstrated ability to meet deadlines and prioritize a heavy workload.
Professional, friendly, exceptional interpersonal skills.
Provides service to both internal and external customers.
Ainsworth 131 Ilsley Avenue Dartmouth, Nova Scotia B3B 1T1
Jacqueline Conrad jacqueline.conrad@ainsworth.com Preferred Contact: Email
