Come and join one of North America's largest home and commercial services and energy solutions companies! We offer comprehensive benefits, savings match plans, overtime, shift premiums and a DC Pension Plan after 24 months. If you are passionate about delivering 5 Star Customer Service, we would love to hear from you.
Job Title: Operations Support Clerk
Reporting To: Customer Operations Manager
Department: Customer Operations
Location: Birchmount
Rate of Pay: UNIFOR Clerical Range 2
File number: 3086
Hours of Work: 35 hours per week: Monday to Friday: 8:00 a.m. – 4:00 p.m.
The primary focus of this role will involve acting as a triage point of contact and support for cross functional teams including Energy Management Consultants, District Sales Managers, General Managers and Sales Support to drive resolutions on deficient HVAC contracts. The role itself is a key support role to both the install and service business. This key function will ensure that corporate goals are met in a manner that provides best-in-class service delivery and customer satisfaction.
Responsibilities:
Support cross functional teams and drive resolutions on deficient HVAC contracts in a timely manner
Processing of miscellaneous credits and debits in GERS as request by the field
Provide a regular interface with WNS to support corrections in a timely manner
Process CRM’s to correct input errors
Balancing of Cash draws of previous days activities for both Service and Install transactions on a daily basis
In charge of HVAC order entry and finalization including Serial Number input, credit card processing and task information entry once the deficient contracts issues have been corrected
Responsible for running of MASF on service transaction
Ensure filing of all Install and Service paperwork and Reg Tags in a timely manner
Providing retrieval of documents from Iron Mountain upon request
Investigating sub contractor transactions to determine if claw backs are required on a daily basis
Processing of sub contractor payment, for both service and install subs
Processing of queue cases to resolve customer escalations in a timely manner
Assisting with contractor payment reconciliation
Processing of paperwork associated to any rental or purchased products
Processing of all manual subcontractor paperwork in Clarify
Account for the review and processing of errors as defined within the existing suite of error reports
Drafting of collections and NSF Cheque letters upon request
Inbound and outbound handling of Customer calls,
Act as a courteous and friendly central point of contact for both internal and external customers.
Reconciling the bank deposit against sales and field invoices, deposits and payments
Responsible for prepping daily bank deposits, filing of paperwork
Faxing of Red tags and Homecare Checklist in a timely manner
Ability to effectively resolve customer complaints to the satisfaction of both customer and the company
Pulling of paperwork to resolve a customer request for documentation within the outlined service level
Ability to provide reporting and data analysis as requested by management
Undertake special projects and assignments as assigned
Achieve defined productivity and performance measures on a consistent basis
All other duties as assigned
Qualifications:
Working knowledge of GERS A/R processing and interaction with external account partners (ie.GENPAC)
Customer focused with excellent interpersonal skill
Ability to effectively use ClickSchedule, GERS, Clarify & MS Office software programs
Ability to concurrently use various computer information packages in conjunction with telephone / wireless radio communication devices
Must be capable of working well under pressure and understanding various business processes in relation to different products and services offered
Must be extremely flexible to handle the different scenarios that can arise in dealing with customer billing issues and make the appropriate decisions accordingly
Ability to maintain focus and work in a fast-paced, pressure filled team environment
Proven decision-making skills
Strong organizational skills
Capable of doing financial analysis to rectify variances
Grade 12 education
Post secondary education is preferred
This position applies to UNIFOR Local 975.
Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.
