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Grand River HR Solutions: Bilingual Customer Service Representative

Grand River HR Solutions

This is a Full-time position in Puslinch, ON posted September 17, 2020.

Roles and Responsibilities:Managing incoming service calls and customer service inquiries and promptly replying to any messages.Delegate incoming calls as either warranty, service, spare parts.Dispatch technicians via CMMS or phone to update them on changes to work schedules and/or emergency requirement details.Work with the M& R team to create weekly schedules for technicians, updating as calls come in.

Track all service calls in CMMS system and update the system based on actual work performed, including charges, expenses and warranty information.Work with Technicians and Procurement to modify the work schedule when parts are required according to delivery dates.Keep customers informed on modifications to the service schedule as it is modified.ollow-up on regular maintenance requirements and schedule appointments.Type and ensure forms, letters, reports and memos are completed as necessary.Address problems and requests by transmitting information or providing solutions.Prioritize calls according to urgency and importance.Use phone or computer to send crews, vehicles or other field units to appropriate locations.Monitor the route and status of field units to coordinate and prioritize their schedule.Provide field units with information about orders, traffic, obstacles and requirements.Enter data in computer system and maintain logs and records of calls, activities and other information.Perform other duties as assigned.Experience & Qualifications:Experience with service scheduling and working with internal and external customers.Ability to handle multiple priorities in a fast-paced working environment.

Bilingual (French & English).Excellent verbal, written and interpersonal communication skills both English and French.Strong organizational, time management and multi-tasking skills.Flexible and adaptable.High level of proficiency with Microsoft Office suite.Prior customer service experience.

Proven experience as dispatcher or relevant position.Accommodations are available on request for candidates taking part in all aspects of the selection process.Benefits:Extended health careVision careDisability insuranceLife insuranceDental careJob Types: Full-time, Permanent