Install Clerk

Job Title: Install Planning Clerk

Reporting To: Operations Manager

Department: Install Planning

Location: Markham

Rate of pay: $26.49 - As per collective agreement

File number: 3600

Hours of Work: 24 hours per week – Saturday to Sunday 7:00a.m. – 3:00p.m. or 9:00a.m. – 5:00p.m. AND (1-weekday shift) Monday to Friday 7:00a.m. – 3:00p.m. OR 2:00p.m. – 10:00p.m. Shifts are based on business needs. 

The primary focus of this role will involve the ongoing optimization of area Install Technician resources to meet incoming and forecasted customer demands, including finalizing orders, reconciling cash balances and handling escalations. Through the use of a formalized planning process and continuous interaction with Internal and external customers and partners, this key function will ensure that corporate goals are met in a manner that provides best-in-class service delivery and customer satisfaction.

Responsibilities:

• Accountable for setting the daily schedule, by including scheduling overnight installs, optimizing the schedule, adjusting for exceptions, and confirming the schedule with installers and subcontractors
• Required to handle escalations by managing queues and monitoring email inbox activity to ensure timely resolution of customer complaints and escalations.
• Accountable for proactively scheduling installations for HVAC and Water Heaters and generating BRIOs
• Ensuring a fair and even distribution of workload
• Prepare BRIO reports as required
• Responsible to create orders including creation of the GERS order from the SIPR file, assigning inventory against the job, voiding and updating of orders per EMC and Management
• Responsible for the capture and input of task information into applicable applications
• Responsible for handling the debrief activity with installers upon completions of jobs
• Responsible for collection of payment on orders
• Responsible for the entry GERS order details (Serial Numbers, warranty information, big box sku’s)
• Accountable for application of payment against GERS orders
• Required to finalize installations including HVACs transactions, Water Heaters (Company installers only) and completing district extras
• In charge of reconciling GERS cash draws for previous day’s work
• Handling of both inbound and outbound calls
• Assist with escalations as necessary
• Filing of envelopes, faxing of red tags, queue management, manual dispatch of work as required
• Provide customer quotes, analyze and interpret forecast and incoming-demand data
• Record forecast variance and resource allocation change information
• Coding out of calls when required
• Provide customers with quotes on installs
• Advise Customers of changes to appointment times
• Undertake special projects and assignments as assigned
• Achieve defined productivity and performance measures on a consistent basis
• 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
• Act as a courteous and friendly central point of contact for both internal and external customers.
• Other duties as assigned by management
  
  

Qualifications:

• Customer focused with excellent interpersonal skills
• Ability to effectively use W6, GERS, MS Office & Clarify software programs
• Ability to concurrently use various computer information packages in conjunction with telephone / wireless radio communication devices
• Ability to effectively resolve customer complaints to the satisfaction of both customer and the company
• Capable of working well under pressure and understanding business processes
• Proven decision-making skills
• Ability to work in a fast-paced, pressure filled, team environment
• Strong organizational skills
• Capable of doing financial analysis to rectify variances
• Grade 12 education

Note: This position applies to UNIFOR Local 975.