Customer Service Representative

If you thrive in a team-oriented workplace that challenges your skills, to drive your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs, join the Ainsworth (a GDI company) team today!

 Responsibilities

· Create and foster a working relationship with client/facility managers located in your designated zone
· Attend to client requests for various issues and ensure prompt response and client satisfaction to each request
· Create and foster an effective relationship with all technicians, with a focus on technicians in your designated zone
· Coordinate and schedule maintenance inspections, service emergencies, and repairs
· Ensure accuracy of service call information, labor, materials, equipment, codes, etc. from technician initiation to billing preparation
Job Functions
· Maintain communication with each client letting them know when technician is scheduled or receive call from client to generate call. Follow up communication to client at call completion to confirm work performed and ensure client satisfaction
· Maintain an accurate and up-to-date dispatch board of call statuses and technicians at all times
· Assign daily work load to service technicians
o Maintain frequent communication with each of your technicians on a daily basis – at a minimum immediately in the morning and before leaving at the end of the day
· Ensure the proper input of all call information into Microsoft Dynamics SL to allow for accurate billing and customer, bin and equipment history in accordance with Service Operations Process Flow. There are three reviews :
1. Initial Call Complete Review: All same day
2. Billing Preparation: Within 2 Business Days of last work date
3. PM Closing: Weekly: Tuesday by 2pm, for previous week’s PM
· Manage “Parts on Order” open calls and schedule service repairs upon receipt of parts/materials required for completion of the job.
· First escalation of problems to Operations Manager. CSR is empowered to be the client advocate and should escalate issues, when required, to ensure client satisfaction
· Responsible for coordination to provide technicians with appropriate materials needed for completion of a maintenance or service repair on a regular basis
o Proactively manage materials required for calls.
· Perform preparation of payroll for technicians within respective zone
o Payroll information to be reviewed and completed for previous week every Monday by 2pm.
· Participate in rotation for night-service – rotation is one CSR per full week. Then rotates to new CSR
Title: Customer Service Representative
Communications & Meetings
· Rotation: these communications tasks are rotated among CSRs, each week, as designated by on call schedule (assigned by Director of Operations)
o Daily: Generate an e-mail to Ainsworth-service describing any OT work to be performed that day. Follow up next day at 9am status with OT work from previous day
o Weekly: Generate an e-mail to Ainsworth-service regarding on-call foreman/technicians for given week.
o Weekly: Generate an e-mail to Ainsworth-service on Friday notifying of OT work over coming weekend and proposals scheduled for following week. Follow up Monday morning at 9am with status of weekend work
· Daily: Follow-up communication with client after service/maintenance work has been performed
o Identify that work is complete and if not, identify why it is not completed and when and who at Ainsworth will follow up with client.
o All those responsible at Ainsworth for follow-up should be included in communication (sent from CSR) to ensure all parties understand their respective role

Qualifications

· Excellent communication skills
· Possess the ability to handle multiple issues/problems simultaneously
· Ability to think strategically, plan and problem solve, plus take responsibility for the coordination of work within your specific region
· Have excellent client relation skills with the ability to display understanding and confidence
 Maintain the capacity to work in a team setting

Why work at Ainsworth (a GDI company)?

Ainsworth (a GDI company) is growing at an unprecedented rate and to help attract and retain top talent, we provide benefits on your first day with us. We offer a wide variety of benefits including the following:

Benefits: Comprehensive health, dental and medical benefits, including wellness supports, 401K and generous vacation

Growth: In-house training and development, access to LinkedIn Learning and other professional development opportunities, Employee performance-based bonus program, where applicable

Rewards: Service milestones and peer recognition plus Employee Discounts and Incentives

Flexibility: Hybrid working models, where applicable

Diversity: An inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within company

 While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.

Ainsworth (a GDI company) is committed to building a diverse and inclusive workplace. Qualified designated group members are encouraged to apply as any reasonable accommodation of qualifications will be considered as per our Accommodation Policy, available upon request.

Ainsworth (a GDI company) is an integrated multi-trade company, offering end-to-end services and solutions for all asset maintenance and refurbishment requirements of our customers. We are continually striving to create better and more advanced products as well as provide the highest quality service. We are rapidly growing and need talented professionals to help drive our vision at becoming the best multi-trade company in the country! Join us…. Make a difference.

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