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Customer Service Associate

B.C. Furnace Service Ltd.
Coquitlam, British Columbia, Canada
January 09, 2019


Job Type: Full time / Permanent

Employment Conditions: Day, Evening, Early morning & Weekends

Job Location: Coquitlam, British Columbia.

Post Date: October 10, 2018

Close Date: November 24, 2018

Company Name: B.C. Furnace Service Ltd.

Business address: 75 Blue Mountain St #3, Coquitlam, BC V3K 0A7

Number of positions available: 3

Rate of pay: $13.00/hour

Overtime: 1.5 times normal rate as per provincial regulations.

Benefits Package: 4% vacation pay will be paid each payday on a bi-weekly basis;

Medical: BC Medical Services Plan payable by employee

Hours: 40 hours/week

Language: English

Start Date of Employment (Approx.): As early as possible

Minimum Education:

Completion of High school. Candidates with a Bachelor’s degree from any recognized university would be an asset.


A minimum of 3 years of experience in a customer service role with an ability to cross sell organizational products.

Experience of dealing with Suppliers & vendors.

Skills, Knowledge and Required Competencies:

- Effective communication skills, with strong interpersonal, Customer

Service orientation and conflict resolution skills.

- Ability to creatively problem-solve and to make sound, accurate decisions

within tight timelines.

- Willing to work 6 days in shifts (Early Morning, afternoon, evening) and

weekends as per organizational requirements.

- Experience in effective coordination with Service Technicians to schedule

appointments and/or Vendors/ Suppliers for procurement of parts.

- Willing to undergo On-the-job training and obtain certifications as

mandated by the organization.

- Exceptionally Strong customer service orientation.

- Computer proficiency in Microsoft Office.

- Ability to multi-task.

- Speak fluent English and have excellent telephone etiquettes. Preference

will be given to candidates who have the ability to communicate in French

or Mandarin or Cantonese or Hindi or Punjabi languages.

- Strong Team player.

- GPS/ AVL (Auto Vehicle Locator) software knowledge would be an asset.

Job Description:

We are looking for an individual who can efficiently and effectively handle multiple in-coming customer service phone inquiries, walk-in customers and schedule appointments for service technicians and perform multi-tasking role in the field of Dispatching and effective coordination with Service Technicians.

Job Duties:

- Attend to walk-in customers and incoming telephone calls from customers,

understand their requirements, schedule and book appointments for service


- Allocate and update the scheduling and dispatch of all service technicians

in a cost-efficient manner according to the work orders generated on our


- Coordinate with the other Dispatchers on arrivals and departures of

service technicians, so that internal resources are re-deployed before

hiring external technicians in high peak season time to service the

customer needs.

- Receive and handle front-line complaints from customers and address them,

escalations if any be shared with the management team. The incumbent must

display tact and diplomacy when dealing with complaints and/or

implementing damage control measures.

- Address emergency situations and dispatch technicians in line with the

laid down procedures and schedules.

- Create work orders and provide quotations to customers.

- Monitor & maintain Geographic area for service technicians to maintain

lower fuel costs & lower maintenance costs for service technician trucks.

- Advise superiors on shortfall of stationery and other office supplies.

- Complete other assigned duties.


Candidates are advised to send their resume along with a Cover letter. Due to high number of applications being received, we will contact only those candidates who have been shortlisted. We shall not entertain any walk-ins or phone calls, only resumes received through email will be accepted and considered.