Front Office & Administration

Are you the person who stays calm when everyone else is stressed?

Do you love helping people, solving problems and making sure the details are right?

We are looking for an extremely organized, accurate and friendly Customer Service & Service Coordinator to join our team.

This is an important role in our business. You will be the person customers, technicians, manufacturers and our internal team rely on to keep service issues moving from the initial call through to a successful resolution.

The ideal person is positive, easy-going and naturally helpful, while also being highly organized and detail-oriented. You can handle a busy phone, multiple priorities and an upset customer without losing your patience or your positive attitude.

What You'll Be Responsible For

Customer Service & Service Coordination

• Coordinate appliance service from start to finish, including receiving service calls, opening work orders, troubleshooting and following up through resolution.
• Act as the main point of contact between customers, technicians and manufacturers regarding service, parts, warranties and approvals.
• Schedule service appointments, pickups, inspections and follow-up visits.
• Review technician service notes and ensure all relevant information is accurately entered and documented.
• Answer incoming calls and respond to customer inquiries in a friendly and professional manner.
• Handle customer concerns and work toward practical solutions.
• Clearly explain products, services, scheduling and service processes to customers.
• Relay messages and follow up on required callbacks.
• Maintain accurate records and ensure outstanding issues do not get missed.

Manufacturer & Supplier Relations

• Ensure required documentation is accurate, complete and submitted according to manufacturer requirements.
• Process service reports, photos, debit memos, credits and other required documentation.
• Follow up with manufacturers and suppliers to prevent delays and keep service cases moving forward.

Billing & Administration

• Review and update costing on customer invoices to ensure billing and commission accuracy.
• Register furniture and appliance warranties on a timely weekly basis.
• Bill sales invoices and ensure accuracy.
• Balance daily cash sheets, deposits and tills.
• Take customer payments at the counter when required.
• Send payment links to customers when requested.
• Process Fairstone transactions as required.
• Open and process mail and billing-related emails.
• Maintain vehicle records, gas slips and monthly summaries.

Dispatch & Delivery Support

• Monitor and update deliveries through DispatchTrack.
• Enter and schedule deliveries when required.
• Send customer delivery notifications when required.
• Send daily customer surveys.
• Assist with training staff on DispatchTrack as needed.

General Office & Team Support

• Answer phones and provide front-line customer service.
• Assist management with special projects and additional tasks as required.
• Step in and help wherever needed to keep the office and customer experience running smoothly.
• Maintain office supplies, stationery and office equipment.
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