Customer Service Representative /Dispatcher

Manage large volume of incoming requests from our Strategic Clients electronically and/or by telephone

Respond promptly to client’s inquiries and meet client timeframes

Communicate with clients through various channels, such as online portals

Communicate and coordinate with internal Service Departments across Canada and the US

Carefully identify problems that might arise from operations with the use of ethical procedures and professional judgment

Handle complaints, provide appropriate solutions and alternatives and follow up to ensure resolution

Obtain and evaluate all relevant information to handle inquiries and complaints

Escalate requests and unresolved issues to the designated resource as required

Keep records of customer interactions; record details of inquiries, comments and complaint

Follow communication procedures, guidelines and policies

Provide accurate invoicing to all Strategic Clients

Identify any discrepancies between contract amounts and invoice amount and resolve any issue

Prior experience in Customer Service or Dispatching is an added advantage

Familiarity with the construction or roofing industry is preferred but not mandatory

Post-secondary education is preferred

Excellent verbal and written communication

Must be computer literate with proficiency and working knowledge of database and reporting tools

Ability to manage multiple customer portals for invoicing and service coordination

After hours and weekend availability as required