Position: Office Coordinator

Reports to: HR Manager

We are looking for an experienced, organized and detail-oriented Office Coordinator who thrives in a fast-paced environment and is ready to take the next step in their career! This role is great for someone that considers themselves to be a driven person who can take initiative and wear multiple hats at once. Our Office Coordinator is responsible for both internal customer service with staff and external customer service by going above and beyond for their inquiries.

This position works closely with all three companies; Tap Roots, Pronex and Point Grey. Primarily, this role is responsible for the care of our customers with Point Grey Plumbing and Heating. This is a permanent full-time position based at our office in Surrey. We offer RRSP Matching, Company Paid for Benefits and have multiple social events throughout the year to show our staff appreciation.

Qualifications:

· 2+ years of experience working in a fast-paced office environment with the ability to multi-task

· Advanced ability to use office 365

· Experience with Accounts Receivable and calling customers for payment

· Experience with Quickbooks or Sage100

ROLES AND RESPONSIBILITIES:

· Manages all clerical functions of Point Grey Plumbing and Heating and supports with Tap Roots and Pronex as needed.

· Champions the phones by answering calls in a professional and polite manner, taking all information needed and transferring the call to appropriate personnel

· Dispatches Service Technicians by service tickets, while keeping in mind technician skill level, staff available and site location, to ensure optimal efficiency of the schedule

· Manages fleet for all three companies in Tap Roots Group, including monitoring location and use of assets such as vehicles and equipment

· Utilizes Housecall to invoice customers on a daily basis, or as the job closes including providing details of work completed, auditing invoice, sending to the customer and collecting payment

· Answers after hours calls and makes a professional decision on the urgency of call, then deciding whether to send a technician out or booking the call to the next available date

· Champions the status and updates of work orders on hold and tracking back ordered material

· Manages technician timesheets by auditing hours worked and making any changes necessary

DETAILED DESCRIPTION OF DUTIES:

· Provides calm, professional and empathetic service to distressed and unhappy customers over the phone, including collecting their complaint details and passing information on to Sales Manager of complaint and back end details (i.e ticket number, technician name, technician notes, etc).

· Creates work orders in a timely manner with detailed information, which will allow the technician to clearly understand the task requested by the customer

· Ensures work orders are organized for material, equipment and any special tools

· Collects invoice payments over the phone, provides customers with a receipt and closes the customers ticket

· Maintains permits and decals for equipment and work, including buying decals for gas permits and technical safety or applying for new permits

· Organizes paperwork and prepares ticket for billing, including reviewing any technician notes, auditing material or equipment used and labour to be billed

· Prepares and sends monthly outstanding account statements to controller and provides recommendations of customers required to go to collections for overdue bills

· Maintain permits and decals, including applying for new permits, buying decals for gas permits and technical safety

· Generates service tickets and calls by reoccurring visit tickets, such as back flow or annual maintenance by proactively reaching out to customers to schedule work required

· Trains new employees on Housecall data base, including answering questions, how to check for tickets, daily expectations

· Manage the tracking of assets, including vehicles and equipment and noting of any inappropriate use

OTHER …

· Support with company social events

· Address clerical changes such as updating customer account information and miscellaneous filing

· Schedule couriers and send packages through Canada Post

· Cover for Senior Administrator for vacation, including covering phones and other tasks

· Support the Operations Manager, Controller and Human Resources Manager as needed with projects as assigned

Job Type: Full-time

Pay: $45,000.00-$60,000.00 per year

Work Location: In person

Tap Roots Plumbing & Heating Ltd

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Office Coordinator