Service Clerk

Job Title: Service Clerk – Part Time

Reporting To: Operations Manager
Department: Operations

Location: Birchmount - Markham

Rate of Pay: $26.49 per hour - As per collective agreement 

File number: 3707

Hours of Work: 24 hours per week – Monday to Friday AND Saturday to Sunday 7:00a.m. – 3:00p.m. OR 2:30p.m. – 10:30p.m. 3 shifts per week, weekdays/evenings/weekends.

The primary focus of this role will involve the ongoing optimization of area field staff (service, duct cleaning and plumbing) 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 field staff and management, this key function will ensure that corporate goals are met in a manner that provides best-in-class service delivery of same day service and customer satisfaction.

Responsibilities:

• 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
• Proactively manage chargeable calls including validating chargeable calls identified
• 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
• Required to handle unsuitables / escalations by managing customer requests for revised appointments (including parts) and resolving outstanding issues in queues
• 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
• Responsible for exceptions and error management through the review and processing of corrections related to outstanding error reports, filing of envelopes and red tags
• Required to set the schedule (Subcontractors and CA techs)
• Act as a courteous and friendly central point of contact for both internal and external customers.
• Responsible for updating of records in applicable systems
• Prepare BRIO reports as required
• 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
• Provide customer quotes on installations
• Analyze and interpret forecast and incoming-demand data, record forecast variance and resource allocation change information
• 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
• Assist with escalations and priority call in a timely manner
• 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
• Proactively manage the board to maintain call availability for all call types
• Advise Customers of changes to appointment times
• 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
• Achieve defined productivity and performance measures on a consistent basis
• Undertake special projects and assignments as assigned
• Other duties as assigned by management

Qualifications:

• Customer focused with excellent interpersonal skills
• Ability to effectively use ClickSchedule, GERS, Clarify & MS Office software programs
• Ability to concurrently use various computer information packages in conjunction with telephone / wireless radio communication devices
• Proven decision-making skills
• Strong organizational skills
• 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
• Must be extremely flexible to handle the different scenarios that can arise in dealing with customer billing issues and make the appropriate decisions accordingly
• Ability to maintain focus and work in a fast-paced, pressure filled team environment
• Grade 12 education
• Post-secondary education is an asset

Note: This position applies to UNIFOR Local 975.