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Career Opportunities: Customer Care Representative

Position: Customer Care Representative

SUMMARY

This position is responsible for accurately processing/invoicing service orders and provides assistance and support to customers and road technicians in order to provide excellence in customer service.

 

SPECIFIC RESPONSIBILITIES 

  • Communicate with customers using phone, email, and fax.
  • Evaluate (internal and external) customer service requirements and allocate appropriate resource (dispatch) to meet specific needs.
  • Follow-up and take action to ensure successful resolution of service work and promote customer loyalty.
  • Provide road service technicians with daily workload and assist in road service technician time management.
  • Ensures completed document is provided.
  • Compares work description to labour and parts content.
  • Compares ERP to given work order (ERP – enterprise resource....data entry software); ensuring matched data.
  • Compares purchase orders to invoices.
  • Reviews customer comments for any unique instructions.
  • Flag any work orders needing approval or having major discrepancies (as defined by corporate standards) to the Field Service Manager.
  • Invoices internal and external customers.
  • Communicates with customers to obtain information such as purchase order numbers.
  • Provides information as requested by customers, or internal colleagues, to verify information. 
  • Provides assistance to the Field Service Manager to maintain an acceptable and accurate workload as defined by corporate goals.
  • Provides assistance to technicians to resolve issues in a timely manner in order to maintain an acceptable and accurate customer invoicing process.
  • Other Service Department tasks including: Sending and following up on Service Quotes; Processing Credits; Billing issue timely resolution.
  • Perform all other connected service department duties as required by the Branch Manager.

 

 KNOWLEDGE AND EXPERIENCE

  • Microsoft Office Outlook, Excel & Word experience
  • Web Browser and general PC experience
  • Customer Service experience
  • General automotive or industrial mechanical knowledge is an asset
  • Demonstrated excellent problem solving and reasoning skills
  • Demonstrated excellent communication and interpersonal skills
  • Demonstrated excellent organizational and planning skills
  • Ability to work within a team
  • Ability to establish priorities in a fast pace environment.
  • Safety focused
Reporting To:
Branch Manager
Location:
Montreal