JOB SUMMARY

MacKay Heating and Cooling is growing and has an immediate opening for a Customer Service Representative to join our team of heating and cooling experts. MacKay Heating and Cooling is a family-owned local business that has supported the Niagara region for over 60 years by providing reliable, honest and exceptional customer service to our customers.

• Learn and grow as an important member of a team that cares about each other and its customers
• Answer incoming phone calls, emails and website enquiries from customers and suppliers and respond and/or redirect as necessary
• Work with our customers to coordinate and schedule service calls and estimates for Technicians and Sales Reps working closely with the Dispatch Coordinator
• Present/sell company products and services to new and existing customers
• Resolve customer inquiries and complaints and escalate as necessary to management
• Working with the CRM database to update customer information and future service/maintenance calls and provide timely reminders to customers as maintenance events come due
• Update customers on the status of their service calls including any delays that occur as necessary
• Processing payments for customers as required and assume responsibility for any accounts receivable matters as applicable
• Processing warranty registrations and claims with suppliers as required
• Provide back up assistance for Dispatch Coordinator as necessary

IDEAL CANDIDATE EXPERIENCE

The ideal candidate is a self-starter, positive person and results-driven person who enjoys working within a cohesive and motivated team. The successful candidate possesses a strong commitment to providing exceptional customer service that distinguishes us from our competition and a minimum of high school diploma and at least one year of customer service experience. Strong communication skills with email, telephone and in person with both customers and internal stakeholders are key. Ability to multi-task, problem solve, manage their time effectively and strong attention to detail will also make the successful candidate thrive in this role.
Job Type: Full-time and reporting to the Director of Operations
Pay: $35,000.00-$45,000.00 per year

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off

Schedule:

• Day shift – Monday to Thursday 7:30 am to 4:00 pm and Friday 7:30 am to 3:00 pm
• No weekends

Work Location: In person
MacKay Heating and Cooling is committed to providing an accessible workplace for all employees in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and its regulations. We thank all interested applicants however only those candidates selected for interview will be contacted.
Job Type: Full-time
Pay: $35,000.00-$45,000.00 per year

Benefits:

• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care

Schedule:

• Monday to Friday

Application question(s):

• Do you have experience working with dispatch/scheduling software in a trade environment?

Experience:

• HVAC/Trades: 2 years (preferred)

Work Location: In perso

Please refer the Job description for details