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Customer Service Specialist
Ref No.: 18-04365
Location: Markham, Ontario
** Duration of contractor: 2 years, with possibility of conversion to FTE depending on business needs ** 

24/7 Support Call Center 

** CANDIDATES MUST BE ABLE TO WORK EITHER SHIFT --- CANDIDATES MUST BE FLEXIBLE TO WORK ALL SHIFTS AND DAYS -- SHIFTS WILL BE ROTATING SO SOME WEEKENDS WILL BE REQUIRED ** 

1st Shift: 7:30am - 4:00pm 

2nd shift: 3:00pm-12:00am 

3rd shift: 11:30pm-8:00am 


Building Technology has a great opportunity available. This is a great position to showcase your talents in a highly visible role. If you desire an exciting opportunity with exceptional earning potential and challenges - then we invite you to apply. 
Home and Building Technologies helps homeowners stay connected and in control of home comfort, security, fire systems, and air and water purification. We help building owners and occupants ensure their facilities are safe, comfortable, and sustainable. Our products and technologies are installed in more than 150 million homes and 10 million buildings worldwide. 
Performs as the primary liaison between the customer and the field workforce in defining and meeting customer requirements. 
• Manages all customer calls regarding (Planned & Unplanned) dispatching requests. Ensure that the Service Business Process is adhered to in all transactions. 
• Dispatches the appropriate technician to the customer based upon customer requirements (Technical Expertise, Timeframe, Availability, Special Needs, Etc.) 
• Makes changes and updates as required. Ensures that the field workforce meets scheduling commitments by following through with the individual technicians on completed/open work orders.| 
• This includes being aware of the priority of all service calls and contract entitlements so as to insure all are informed of approaching SLA expirations, as per the Service Process. Ensures a "Closed Loop" communications process is in place with all customers. 
• Reviews new customer contracts and requirements with District Service Leader, Local Team Leader, Sales Rep and Customer (if required) to identify expectations and ensure a smooth start-up of the contract. 
• Performs to the standards as noted on individual Scorecards or Performance Feedback mechanisms as provided by the Team Lead. (This includes all frontline phone responsibility metrics, Call Averts, and Branch Frontline performance). 
• Participates with other assigned GSRC P3 -related tasks as assigned by the Team Lead.