Customer Service Administrator

BUILD YOUR CAREER AT BLACK & MCDONALD

Black & McDonald is an integrated, multi‑trade service provider that safely delivers high quality construction, facilities management, and technical solutions. We are a family-owned and family-run company that employs thousands of highly skilled and talented professionals across North America. With over 100 years of diverse market experience, we are a forward‑thinking organization with a strong track record of delivering operational excellence and customer-focused solutions that stand the test of time.

ABOUT THIS CAREER OPPORTUNITY

Black & McDonald's Southwest Ontario team is growing! If you are committed and collaborative professional looking to contribute to a hard-working, innovative team, this opportunity is for you.

Reporting to the Maintenance Operations Supervisor, the Customer Service Administrator is located in our Hamilton (Stoney Creek) office with a focus on supporting and facilitating the Hamilton Service team. The Customer Service Administrator plays a key role in supporting not only the service administration team, but also technicians, sales, and management by ensuring all stakeholders have the information and resources they need. This includes helping streamline workflows, facilitating communication, and contributing to a collaborative and responsive service environment.

Duties and responsibilities include but are not limited to:

• Respond as 1 st point of contact on the Service line.
• Dispatch technicians for service calls, maintenance work and #4's
• Respond to client concerns promptly and escalate to Supervisor as required
• Plan and schedule all labour for maintenance agreements, projects and emergency service calls
• Develop daily, weekly, and monthly workload schedules
• Ensure agreement files are up to date with proper equipment lists and labour schedules
• Maintain vacation and trade school calendars for technicians
• Review Preventative Maintenance WIP reports to ensure accurate completion per schedule and hours allotted
• Maintain accurate records on call backs, response times and other Quality Assurance elements as required
• Update and upload hourly payroll entry file on a weekly basis
• Complete other payroll related duties as required

COMPETENCY REQUIREMENTS

• Communicates Effectively
• Customer Focus
• Holds Self and Others Accountable
• Teamwork and Collaboration

EDUCATION REQUIREMENTS

• Post-secondary education preferred

WORK EXPERIENCE REQUIREMENTS

• 3-5 years of Administration/Customer Service experience

SKILLS, ABILITIES, AND OTHER REQUIREMENTS

• Ability to manage multiple projects in a fast-paced environment
• Knowledge of SharePoint, Teams, and other collaboration tools are an asset
• Familiarity with the Microsoft Windows operating system
• Strong organization and time management skills
• Previous experience with proven ability to learn ERP applications, i.e. JDE, SAP, etc. preferred
• Ability to communicate clearly and effectively and relate to technicians, customers, and co-worker needs
• Maintain a professional demeanor at all times with fellow employees and customers
• Good attitude and willingness to learn
• Ability to work individually and with a team

The expected salary range for this role is between $55,000 to $60,000 per year. The starting salary will be determined based on several factors such as the successful candidate's qualifications, including but not limited to education and experience. Base pay is one component of Black & McDonald's total rewards package. Total rewards vary by position and may include additional offerings such as group insurance benefits, pension plan, annual discretionary bonus, career development programs, and other HR programs.

Black & McDonald welcomes and encourages applications from persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.

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