- Phone Calls/Emails:
- Phone is to be answered within three rings
- Phone is to be answered “Good Morning/Good Afternoon Stevenson Plumbing & Electric
- When directing a call, call the extension the call is to be directed to. Upon the person picking up at the extension inform them of who is calling and what the call is about, then hit transfer again to transfer the call
- If the person calling want to leave a message use the message template and email the message or send the call the voicemail of the person, they are trying to get in touch with
- Maintain the general delivery mailbox
- Follow up on after hour call messages to ensure the calls have been executed or need follow up
- Retrieve email messages from web inquiries and direct the inquiry as necessary
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- Customer Walk in
- Acknowledge customer/salesperson as soon as they come in the door
- Obtain information pertaining to the customer/salesperson’s reason for them coming into the office
- When directing them to other personal, obtain as much information as possible, contact the person and let them know whom and why that person is asking to speak with them
- Setting up an account:
- Review the company policies with the customer prior setting up the account
- Review the schedule if required
- Set up the customer account using the specified fields set out in Smart Service
- Record the customer credit card information in Quickbooks
- Creating a work order:
- Listen to the customers problem/complain and ask questions to obtain as much information about the issue as possible
- If the customer is an existing customer ensure the account is in good standing and follow up about outstanding balances
- Fill out the specific work order fields in Smart Service
- Record all the details of the call and a summary of the call for the technician at the top of the call
- Attach any and all correspondence or photos to the work order for the technician
- Review work order for any known part requirements and ensure they are in stock or communicated to be ordered
- Enter newly installed equipment into Smart Service as required
- Create seasonal work orders as required
- Scheduling the work order:
- Emergency calls take priority
- No heat
- No water
- No Hydro power
- Flooding
- Schedule the call the first available technician for the specific trade they are trained to do
- Schedule calls to the same geographical location whenever possible (rearrange calls if required and service manager approves)
- Communicate to the customer scheduled date and time
- Confirm the call and lock it down in the Smart Service schedule
- Communicate scheduling conflicts with the service manager
- Review Daily, weekly, monthly, seasonal and annual service schedule
- Customer Payments A/R:
- Take customer payments using the POS device at the front desk for customers that walk in and want to pay with debit
- Take credit card payments over the phone using the online payment portal
- Take credit card payments as requested through email
- Manage the petty cash box
- When required help the other customer service representative with their tasks
- Complete training as required
- Training new colleges as required
Reports to: Parts/Service Manager and Office Administrator
Customer Service Representative - Stevenson Plumbing Electric HVAC
Reports to: Parts/Service Manager and Office Administrator
Salary:
18.00-25.00
Salary Currency:
CAD
Date Posted:
2025-03-01
Expiry Posted:
2025-12-31
Employment Type :
FULL_TIME
Hiring Organization :
Stevenson Plumbing and Electric
Organization URL:
https://www.stevensonplumbingandelectric.com
Organization Logo:
https://www.stevensonplumbingandelectric.com/wp-content/uploads/2025/02/Steve-Logo-FA.webp
Location:
PostalAddress, 295 Margaret St, Gravenhurst, ON, P1P 1K8, CA
