Salary: $48,000 - $52,000 annually depending on experience
The Customer Support Agent plays a key role in delivering an exceptional customer experience across all service channels. In this fast-paced and collaborative environment, you will be at the center of our operationscoordinating service requests, supporting field technicians, and ensuring our clients receive timely, clear, and reliable communication.
This role is ideal for someone who thrives on organization, enjoys problem-solving, and takes pride in keeping things running smoothly. You will prioritize urgent service needs, maintain accurate documentation, and help ensure every commitment is met with professionalism and efficiency.
Key Responsibilities
Duties include, but are not limited to:
- Triage incoming calls from clients and technicians, ensuring prompt and appropriate action
- Escalate client concerns or service issues to the appropriate internal authority as required
- Accurately document all client interactions
- Coordinate HVAC service requests, prioritizing critical sites, equipment failures, and emergencies
- Review service history to identify repeat issues and escalate where necessary
- Monitor technician schedules to ensure work is completed within allocated and quoted timeframes
- Oversee the full work order lifecycle (creation, updates, tracking, and closure)
- Communicate regularly with clients, providing updates on service status and timelines
- Liaise with technicians to relay job details, confirm safety, ensure documentation is complete, and maintain workflow continuity
- Ensure the dispatch queue is current and all work is appropriately assigned
Qualifications and Experience
- Minimum 2 years of experience in customer service, dispatch, or administrative support
- Experience in a service-based or HVAC environment is considered an asset
Technical Skills
- Proficiency with Microsoft Office Suite (Excel, Word, Outlook)
- Experience with CRM systems (e.g., Dynamics 365) and SharePoint
Working Conditions
- This position operates in a professional office environment
- Regular use of standard office equipment, including computers, telephones, and printers
We are committed to providing accommodations for applicants with disabilities throughout the recruitment process. If you require accommodation, please let us know.
