SUMMARY

The Service Administrator is an enthusiastic and personable individual who embodies the company’s values and culture in all interactions. As the first point of contact for many of our customers, suppliers, and employees, this role leaves a lasting, positive impression by demonstrating that every caller and visitor is valued. A warm, energetic presence—projected through voice, tone, and demeanor—is essential, as is the ability to make people feel welcome and supported over the phone and in person.

WHAT YOU NEED (REQUIREMENTS)

• Strong computer and telephone skills.
• Proficient in Microsoft Office applications.
• Solid understanding of administrative and clerical procedures.
• Knowledge of customer service principles and best practices.
• Team-oriented mindset with strong communication and conflict-avoidance skills.
• Commitment to maintaining a clean, organized workspace.
• Adherence to all Company Health & Safety and Privacy Policies.
• Ability to build and maintain strong working relationships across departments and with business partners.
• Excellent organizational, time management, and prioritization skills.
• Strong problem-solving and decision-making capabilities.
• Availability during power outages or declared States of Emergency by any level of government in Ontario.
• Professional demeanor and ethical conduct in all business interactions

• Answer all incoming calls not handled by the auto attendant in a professional, courteous, an welcoming manner.
• Collaborate with employees to direct calls to the appropriate team members and monitor calls on hold to ensure timely resolution or message-taking.
• Learn the company’s operations and services to confidently address a variety of customer inquiries.
• Provide general information to callers and direct them appropriately.
• Manage the Customer Service inbox, including the Invoicing Freshdesk platform, ensuring prompt accurate responses while appropriately routing or escalating inquiries as needed.
• Offer administrative and clerical support to the Service Department as required.
• Respond to customer requests for work order reports or invoice copies via email or phone.
• Support the resolution of accounts receivable disputes by conducting internal investigations and collaborating with relevant stakeholders to achieve timely solutions.