5,482 Resolving Customer Complaints jobs in Canada

What You'll Do – The Role (Responsibilities)

• Ensure all customer interactions (both internally and externally) are performed to the expectations of excellent customer service, including facilitating our commitment to be on time, conveying what to expect, ensuring the technician arrives prepared, and developing a strong relationship and understanding of the various sites and site personnel.
• Maintain open communication with Service Managers to maximize awareness of field operations and requirements.
• Confirm availability and staging of all required parts and/or equipment for the technician at the most efficient pickup point including off-site storage units.
• Facilitate payment means, pre-approvals, purchase orders, and initiate opening of new accounts.
• Emergency dispatching - ensure the 20-minute rule is followed and that urgency, creditworthiness and the appropriate technician are considered prior to response. Ensure proper and timely communication with the customer so they may clearly understand when to expect our TPL technician on site.
• Scheduling contracted maintenance work (PM, PMO, Monthly, Weekly, LBT) – ensure each technician is properly distributed the work for each assigned account and that it is completed within the assigned month as efficiently as possible.
• Invoicing - ensure work orders are opened and closed on a timely basis to properly support technicians in the field and increase productivity. Verify the accuracy of all work orders prior to invoicing i.e. technician hours, labour rates, and parts used must be accounted for and billed correctly prior submitting the invoice. All completed work orders must be invoiced within 72hours of the work performed.
• Monitor multiple National Smart Lists to determine available calls that can be invoiced.
• Create Customer invoices for contractual Field Service work performed. Ensure accuracy in amounts compared to contracts.
• Process invoices and forward them to our customers by mail or email, adjusting invoices as needed with the required credits.
• Monitor return invoice inbox for customer correspondence and rejected invoices.
• Follow up with the branches, technicians for completion of documentation.
• Verify that all supporting documentation is attached to each invoice.
• Ensure metrics set in place with monthly goals are achieved.
• Attend quarterly meetings and be ready to share ideas revolving around invoicing.
• Coordinating warranty work– ensure work-orders are opened and coded as warranty when applicable and the status of the call is communicated to the Warranty Coordinator. Ensure technicians are aware of the time allowed to complete the warranty repair and that necessary approval is received from the manufacturer prior to completing the work.
• Scheduling Quoted Repairs - Ensure that all recommended repairs are quoted by the Service Sales team prior to proceeding with any additional work. All approved major and minor repairs shall then be scheduled and executed in a timely manner, after verifying that any parts required to complete the repair are in stock and allocated to the job.
• Verifying technician timecards – submit technician timecards to the CSM daily by 10am. Prior to submission, verify that time sheet numbers align with invoicing. Notify the CSM of any discrepancies.
• Efficient scheduling - Dispatch technicians within their territories, minimizing windshield time and maximizing productivity and by way of efficient scheduling. Ensure that each technician is qualified to perform the work at a given site and clearly communicate the requirements of the job, including the site contact, to the technician.
• Communication - Proactively advise customers of after-hours rates and alternatives prior to dispatching when overtime charges may apply. Work with the contracts department to establish policies, practices, and systems to improve the invoicing function and process. Interact with other department personnel to ensure accurate accounting on all invoices.
• Documentation - as work orders are completed, ensure that any noteworthy information relayed by the technician e.g. parts required, cable lengths, number of techs required for execution, or any other special requirements are documented accurately for future reference. Ensure all related company documents are accurate, professional, spell checked, and aesthetically pleasing for all our customers and suppliers.
• In the case of a power outage or declared State of Emergency by any level of Government, be available for work.
• Other tasks and responsibilities as may be required from time to time consistent with the growth and development of Total Power and the position of CSS.

What You Need (Requirement)

• Minimum 2 years' dispatching experience in a similar industry.
• Demonstrated ability to troubleshoot basic questions of a technical nature.
• Excellent working knowledge of Microsoft Office, and strong computer skills / aptitude.
• Time management, accountability, and dependability.
• Excellent communication; verbal and written.
• Excellent problem solving, negotiation, and decision-making skills.
• Excellent organizational skills with strong multi-tasking capabilities.

Job Description

Culligan Water Winnipeg
Proudly family-owned and operated in Manitoba for over 70 years


Benefits & Perks

• Extended health benefits (medical, dental, vision)
• Group RRSP with company match
• Paid vacation
• Company-paid training and ongoing professional development
• Employee discounts on Culligan in-home products
• Eligibility for annual recognition programs and training events
  
  

• Assist customers by processing orders, answering questions, and managing accounts
• Provide proactive support by building strong relationships with customers
• Schedule service appointments and delivery orders
• Coordinate with our service and operations teams to ensure smooth scheduling
• Contact customers for additional service opportunities or maintenance plans
• Escalate unresolved concerns to the appropriate department for resolution
  
  

• High school diploma or equivalent
• Minimum 2 years of customer service experience (office or retail)
• Strong organizational and time management skills
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Excellent communication skills, both written and verbal
• A positive, professional attitude and a passion for helping others
  
  

Job Description

Salary: $50,000-$60,000

Schema App is a fast-paced, profitable SaaS company headquartered in Guelph, Ontario, and proud of our Canada-wide team. We are a smart, collaborative team on a mission to own the Enterprise Content Knowledge Graph market globally. Schema App is proud to call SAP, Gusto, and Henry Ford Health our customers. We are the leaders in a niche area of search engine optimization (SEO), called schema markup. Our comprehensive end-to-end solution empowers Digital Marketing Teams to achieve organic search results. Our technology is essential with the evolution of AI Search (ChatGPT, Gemini). The knowledge graphs we build can be re-used by Content teams to get insights on their content.

Visit Schema App at onLinkedIn.

We are looking for a Customer Support Associate to join our team. Schema App's solution is a combination of our scalable technology platform and High Touch Support. The Customer Support Associate will be responsible for supporting our Customer Success Managers by taking on the daily tasks of maintenance and monitoring, authoring and customer action items.

Purpose of the Role

Delight our customers by executing timely and accurate support, with a focus on queue management, customer monitoring, documentation and action items, and template management to deliver an exceptional service experience.

Role Accountabilities

• Customer Maintenance and Deployment Monitoring:Own the process to monitor, execute, analyze and report on Maintenance and Monitoring in a timely and accurate manner at the cadence outlined in the customer contracts.

• Support Ticket Queue:Manage and resolve support tickets in the queue and loop in relevant departments to ensure accurate and timely resolution.

• Customer Support:Partner with Customer Success Managers (CSMs) for Business Review Prep, Customer action items (examples are rich result opportunities, specific reporting, market news consolidation, etc), and note taking and documentation. Partner with CSMs for expansion paperwork drafting, follow-ups and resolution.

• Product Feedback:Identifying and providing feedback, or ask the questions to product to figure out how things are working, document it clearly, or make the product better. Open Githubs and document problems and opportunities within the tools.

• Authoring and Template Management:Partner with CSMs for authoring schema markup in Highlighter. Including authoring, documentation, QA and yearly template maintenance.
• Scoping and Integration Testing:Collaborate with the Implementation Manager to develop and deliver comprehensive customer scope documentation in support of Sales and Customer Success Managers. Assist in conducting, validating, and documenting integration testing to ensure technical readiness for prospective customers.

Key Competencies

• Lifelong Learner:Strong and active interest in personal learning and personal/professional growth - which serves as a measure for the pursuit of growth in self-awareness, wisdom, knowledge, and insight.

• Project Management:Strength in working collaboratively with internal stakeholders to identify, create, and manage project plans for the contract while demonstrating fierce prioritization and ensure deliverables are provided on timelines agreed to.

• Organization and Time Management:Ability to prioritize tasks and manage tasks for multiple customer accounts. Capability to meet deadlines and maintain accurate records. Ability to manage support ticket queues efficiently.

• Communication Skills:Excellent written and verbal communication skills for internal and customer interactions and documentation. Capability to effectively manage expectations and resolve issues. Strong note taking and documentation abilities.

• Analytical Skills:Ability to interpret data and identify trends related to customer and industry trends. Capability to analyze customer needs and provide relevant solutions. Ability to QA documents and templates.

• Technical Proficiency:Ability to learn Schema Markup and how to monitor and analyze deployment and maintenance data. Proficiency in using CRM and support ticketing systems. Capability to understand and explain technical concepts to internal and external stakeholders.
  

Metrics

• Support Ticket First Response SLA
• Support Ticket Resolution SLA
• On time Maintenance and Monitoring Report Delivery
• Business Review Customer Satisfaction Score

Core Values

• Growth Mindset: We are adaptable, nimble, and resilient. We are always learning.
• Resourceful: We are resourceful, take action on opportunities, and dont give up.
  
• One Team: We are collaborative; we win and learn together.
• We are Humble:We know what we are good at as people and as a company. We share what we know, admit what we dont, and seek clarity through curious questions.
  
  

Life @ Schema App

• Culture focused on your growth: Weekly 1:1, Career Development Goals
• Great benefits for health & wellness, and your coverage starts as soon as you do.
• Flex days to re-energize on top of vacation days and take your birthday off!
• You choose where you work - home or headquarters in Guelph. Sales team does come in 1-2 times per week.
• The Culture Club keeps our virtual team connected through fun and innovative events.
• Diverse smart team! The more inclusive we are, the better our work will be.
  

Schema Apps purpose is to build meaningful connections, with each other, our customers, and the data so that we are all understood. We are a team of smart people helping each other solve hard problems.

Job Description

What You’ll Do – The Role (Responsibilities)

• Ensure all customer interactions (both internally and externally) are performed to the expectations of excellent customer service, including facilitating our commitment to be on time, conveying what to expect, ensuring the technician arrives prepared, and developing a strong relationship and understanding of the various sites and site personnel.
• Maintain open communication with Service Managers to maximize awareness of field operations and requirements.
• Confirm availability and staging of all required parts and/or equipment for the technician at the most efficient pickup point including off-site storage units.
• Facilitate payment means, pre-approvals, purchase orders, and initiate opening of new accounts.
• Emergency dispatching - ensure the 20-minute rule is followed and that urgency, creditworthiness and the appropriate technician are considered prior to response. Ensure proper and timely communication with the customer so they may clearly understand when to expect our TPL technician on site.
• Scheduling contracted maintenance work (PM, PMO, Monthly, Weekly, LBT) – ensure each technician is properly distributed the work for each assigned account and that it is completed within the assigned month as efficiently as possible.
• Invoicing - ensure work orders are opened and closed on a timely basis to properly support technicians in the field and increase productivity. Verify the accuracy of all work orders prior to invoicing i.e. technician hours, labour rates, and parts used must be accounted for and billed correctly prior submitting the invoice. All completed work orders must be invoiced within 72hours of the work performed.
• Monitor multiple National Smart Lists to determine available calls that can be invoiced.
• Create Customer invoices for contractual Field Service work performed. Ensure accuracy in amounts compared to contracts.
• Process invoices and forward them to our customers by mail or email, adjusting invoices as needed with the required credits.
• Monitor return invoice inbox for customer correspondence and rejected invoices.
• Follow up with the branches, technicians for completion of documentation.
• Verify that all supporting documentation is attached to each invoice.
• Ensure metrics set in place with monthly goals are achieved.
• Attend quarterly meetings and be ready to share ideas revolving around invoicing.
• Coordinating warranty work– ensure work-orders are opened and coded as warranty when applicable and the status of the call is communicated to the Warranty Coordinator. Ensure technicians are aware of the time allowed to complete the warranty repair and that necessary approval is received from the manufacturer prior to completing the work.
• Scheduling Quoted Repairs - Ensure that all recommended repairs are quoted by the Service Sales team prior to proceeding with any additional work. All approved major and minor repairs shall then be scheduled and executed in a timely manner, after verifying that any parts required to complete the repair are in stock and allocated to the job.
• Verifying technician timecards – submit technician timecards to the CSM daily by 10am. Prior to submission, verify that time sheet numbers align with invoicing. Notify the CSM of any discrepancies.
• Efficient scheduling - Dispatch technicians within their territories, minimizing windshield time and maximizing productivity and by way of efficient scheduling. Ensure that each technician is qualified to perform the work at a given site and clearly communicate the requirements of the job, including the site contact, to the technician.
• Communication - Proactively advise customers of after-hours rates and alternatives prior to dispatching when overtime charges may apply. Work with the contracts department to establish policies, practices, and systems to improve the invoicing function and process. Interact with other department personnel to ensure accurate accounting on all invoices.
• Documentation - as work orders are completed, ensure that any noteworthy information relayed by the technician e.g. parts required, cable lengths, number of techs required for execution, or any other special requirements are documented accurately for future reference. Ensure all related company documents are accurate, professional, spell checked, and aesthetically pleasing for all our customers and suppliers.
• In the case of a power outage or declared State of Emergency by any level of Government, be available for work.
• Other tasks and responsibilities as may be required from time to time consistent with the growth and development of Total Power and the position of CSS.

What You Need (Requirement)

• Minimum 2 years’ dispatching/customer service experience in a similar industry.
• Demonstrated ability to troubleshoot basic questions of a technical nature.
• Excellent working knowledge of Microsoft Office, and strong computer skills / aptitude.
• Time management, accountability, and dependability.
• Excellent communication; verbal and written.
• Excellent problem solving, negotiation, and decision-making skills.
• Excellent organizational skills with strong multi-tasking capabilities.