Customer Service Representative (CSR)
SC360
Ottawa, ON

PURPOSE OF THE POSITION

The Customer Service Representative (CSR) To provide administrative support to the project managers.

RESPONSIBILITIES

  • Deal directly with clients either by telephone, electronically.
  • Respond promptly to clients’ inquiries.
  • Co-ordinate the handling of difficult and/or unusual situations.
  • Direct requests and unresolved issues to the project managers .
  • Obtain; verify and process clients’ PO’s.
  • Open service Calls in SAP.
  • Handle change orders.
  • Resolve billing complaints.
  • Prepare invoicing information within 48 hours upon completion of jobs.
  • Ensure that all job-related documentation is saved in SAP.
  • Communicate and coordinate with other internal departments.
  • Maintain master spreadsheet of completed invoicing on a monthly basis.
  • Schedule training sessions.
  • Entry of time sheet

Security Clearance

  • Process, complete and submit application for Personnel Security Screening for new employees.
  • Maintain a master spreadsheet summarizing the security clearance status of all employees.
  • Ensure renewal of security clearances get processed on time.
  • Ensure all Technicians are security cleared to the Level in compliance with Clients’ security requirements.
  • Apply, process and update security Building Passes required by Technicians to enter Clients’ buildings to perform works.
  • Ensure Security Screening Certificates are properly signed and filed.
  • Ensure the confidentiality and security of all security documents.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge

The incumbent must possess knowledge in the following areas:

  • knowledge of office administration procedures
  • knowledge of project management procedures
  • knowledge of cabling products, industry standards and health and safety requirements
  • working knowledge of SAP.
  • ability to maintain a high level of accuracy
  • confidentiality concerning financial and employee files
  • resourceful in various business requirements

Skills

The incumbent must demonstrate the following skills:

  • excellent interpersonal skills
  • effective verbal and listening communications skills. Bilingual preferable.
  • attention to detail and high level of accuracy
  • effective written communications skills
  • computer skills including the ability to operate computerized accounting, spreadsheet and wordprocessing programs, and e-mail at a highly proficient level

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Personal Attributes

The incumbent must maintain strict confidentiality in performing the duties of the Service Department. The incumbent must also demonstrate the following personal attributes:

  • be flexible
  • demonstrate sound work ethics
  • communicate effectively
  • demonstrate diplomacy in all instances

Job Type: Full-time

Language:

  • ANGLAIS (Preferred)
  • FRANCAIS (Preferred)