Service Clerk

Description

• Responsible for managing daily requests from Techs by modifying the board to accommodate delays, providing insight on customer service plans (as required) and acting as a support reference for techs
• Coordination of appointment times for back ordered product, and sourcing of parts, with customer, manual dispatch or work as required, arrange courier delivery of parts or product as required
• Act as a courteous and friendly central point of contact for both internal and external customers.
• General business support related to i.e. franchise afterhours, point of contact and follow up for call centre inquiries, responsible for handling of both inbound and outbound calls
• Undertake special projects and assignments as assigned
• Prepare BRIO reports as required
• Responsible for the reconciliation of Service transactions which includes the validation of charges, correction of charges, balancing of cash draws, and processing of service transactions
• Required to set-up the board for next day and schedule linked calls and responsible for identifying chargeable calls / code 22s for the next day
• Required to handle unsuitables / escalations by managing customer requests for revised appointments (including parts) and resolving outstanding issues in queues
• Analyze and interpret forecast and incoming-demand data, record forecast variance and resource allocation change information
• Advise Customers of changes to appointment times
• Provide customer quotes on installations
• Required to set the schedule (Subcontractors and CA techs)
• Proactively manage the board to maintain call availability for all call types
• Assist with escalations and priority call in a timely manner
• Accountable for managing daily schedule by optimizing board set-up, utilizing rescheduling tools, managing changes in Technician availability (i.e. sick requests), notifying technicians of chargeable calls (including amount), driving productivity by reducing travel and pushing workload, meeting monthly maintenance numbers, identifying repeat calls and working with Field Manager to resolve customer escalations
• Achieve defined productivity and performance measures on a consistent basis
• Responsible for updating of records in applicable systems
• Proactively manage chargeable calls including validating chargeable calls identified
• Responsible for exceptions and error management through the review and processing of corrections related to outstanding error reports, filing of envelopes and red tags

Requirements

• Capable of doing financial analysis to rectify variances
• Must be capable of working well under pressure and understanding various business processes in relation to different products and services offered
• Proven decision-making skills
• Ability to effectively resolve customer complaints to the satisfaction of both customer and the company
• Ability to provide reporting and data analysis as requested by management
• Ability to effectively use ClickSchedule, GERS, Clarify & MS Office software programs
• Strong organizational skills
• Must be extremely flexible to handle the different scenarios that can arise in dealing with customer billing issues and make the appropriate decisions accordingly
• Customer focused with excellent interpersonal skills
• Ability to maintain focus and work in a fast-paced, pressure filled team environment
• Ability to concurrently use various computer information packages in conjunction with telephone / wireless radio communication devices

Benefits

• Grade 12 education

Training + Development

Interview process

Visa Sponsorship

Security clearance