Job Description

We are currently hiring a Service Customer Care representative to join our growing team!



Crown Lift Trucks is the premier material handling dealer in Canada. We are a leader in the industry and are considered a one-stop shop for all material handling needs. Crown Lift Trucks Canada operates eight full-service branches in both Ontario and Quebec offering complete service solutions including maintenance programs, parts supply, and training.

WE OFFER

Competitive compensation Comprehensive benefits such as: medical insurance, dental, vision, long term/short term disability, life insurance, and more Pension plan Opportunities for advancement and ongoing professional development

JOB DESCRIPTION

Reporting to the Service Manager, this position is responsible for ensuring customer satisfaction while accurately processing and billing service orders. The Service Customer Care Representative assists customers and road technicians in providing excellent customer service. The ideal candidate must be a team player and able to work independently, have a positive professional attitude, and be reliable and punctual. The ideal candidate must also be organized and detail-oriented, have strong customer service skills, excellent communication and interpersonal skills, and be motivated to deliver excellence on a daily basis.

Receive customer service, repair, and maintenance requests by phone and email, and enter the information into the branch software. Maintain and update customer and equipment information. Communicate with field technicians to relay service request information; assign maintenance work and dispatch technicians to customers based on geographic location, technician skill level, and a planned maintenance schedule. Assist technicians in resolving issues to maintain an acceptable and accurate billing process for customers. Collect, enter, and confirm that work orders are submitted. Verify data accuracy and generate invoices to be mailed. Enter maintenance agreements into branch software for service and billing purposes and update them as necessary. Maintain customer and technician benchmarks in the GPS tracking system. Monitor GPS tracking information. Monitor the report on work in progress and completion of scheduled maintenance. Prepare credit applications and process them once approved. Create and run service reports at the request of management. May be required to provide assistance with parts customer service; receive calls and process parts orders from customers, service technicians, and for van inventory. Perform other duties as assigned.

SKILLS AND EXPERIENCE

High school diploma Experience with Microsoft Office: Outlook, Excel, and Word Experience with Internet browsing and general PC use Ability to work in a team Customer service experience Excellent problem-solving and reasoning skills Excellent communication and interpersonal skills Excellent organizational and planning skills Ability to prioritize in a fast-paced environment General knowledge of automotive or industrial mechanics is an asset.


Please note that we currently require all new hires to complete a criminal reference check to be eligible for employment.



We are an equal opportunity employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Crown Lift Trucks Canada will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment, selection, and/or assessment process, please inform Human Resources of the nature of any accommodation(s) that you may require to ensure your equal participation.