Service Clerk

Overview

Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, Hydro Solution, and Pioneer Plumbing & Heating. A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers.

We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.

If you are ready to become one of our Experts, we would love to hear from you.

Job Title: Service Clerk – Full Time
Reporting To: Operations Manager
Department: Operations
Location: Birchmount - Markham
Rate of Pay: $25.47 - As per collective agreement
File number: 3267
Hours of Work: 40 Hours Per Week – Saturday to Wednesday 2:00 p.m. – 10:00 p.m.

• Accountable for managing daily schedule by optimizing board setup, utilizing rescheduling tools, managing changes in Technician availability (e.g. sick requests), notifying technicians of chargeable calls (including amount), driving productivity by reducing travel and pushing workload, meeting monthly maintenance numbers, identifying repeat calls and working with Field Manager to resolve customer escalations.
• Proactively manage chargeable calls including validating chargeable calls identified.
• Manage daily requests from Technicians by modifying the board to accommodate delays, providing insight on customer service plans (as required) and acting as a support reference for techs.
• Handle unsuitables / escalations by managing customer requests for revised appointments (including parts) and resolving outstanding issues in queues.
• Reconcile Service transactions including validation and correction of charges, balancing cash draws, and processing of service transactions.
• Manage exceptions and error handling through review and processing of corrections related to outstanding error reports, filing envelopes and red tags.
• Set the schedule for Subcontractors and CA techs.
• Act as a courteous and friendly central point of contact for both internal and external customers.
• Update records in applicable systems and prepare BRIO reports as required.
• Coordinate appointment times for back-ordered products and sourcing of parts, with customer, manual dispatch or work as required; arrange courier delivery of parts or product as required.
• Provide customer quotes on installations and analyze/interpret forecast and incoming-demand data; record forecast variance and resource allocation change information.
• Provide general business support related to franchise after hours, act as point of contact and follow up for call center inquiries; handle inbound and outbound calls.
• Assist with escalations and priority calls in a timely manner.
• Set up the board for the next day and schedule linked calls; identify chargeable calls / code 22s for the next day.
• Proactively manage the board to maintain call availability for all call types; advise customers of changes to appointment times.
• Ability to effectively resolve customer complaints to the satisfaction of both customer and the company.
• Provide reporting and data analysis as requested by management; achieve defined productivity and performance measures on a consistent basis.
• Undertake special projects and assignments as assigned; perform other duties as assigned by management.

• Customer focused with excellent interpersonal skills.
• Ability to effectively use Click Schedule, GERS, Clarify & MS Office software programs.
• Ability to concurrently use various computer information packages in conjunction with telephone / wireless radio communication devices.
• Proven decision-making skills and strong organizational abilities.
• Capable of doing financial analysis to rectify variances; ability to work well under pressure and understand various business processes related to different products and services offered.
• Flexibili…