Customer Service Agent


Call Center and Customer Service

Advert ID




Job Type




Salary Range

Based on Experience

No. of Openings


Branch Information

Calgary, AB - (CAN) 734 7th Avenue Southwest Suite 240 AB Calgary , AB T2P 3P8



Job Description

Manpower is currently seeking a Customer Service Agent for a long term contract opportunity with one of our clients in Calgary.

* Receives customer requests for unscheduled or scheduled service.

* Coordinates with the Technician to communicate the action plan and services to be provided to the customer.

* Ensures work has been performed to the customer's expectations and performs follow-up with the customer, as needed.

* Coordinates labor scheduling to align technician to the appropriate customer and service need.

* Ensures Technicians are provided daily schedules. Maintains consistent communication with assigned Technicians.

* Follows up on activities to ensure completion in an established time frame.

* Reconciles and invoices all service requests daily.

* May prepare and submit service billings in a special invoice format as defined by individual customer account special handling requirements.

* Assists with creation of L&M quotations, as needed

* Prepares yearly, monthly and weekly execution plans for PSA scheduled service visits.

* Participates in TB Business Review meetings by preparing and discussing critical account information pertinent to current profitability status and customer satisfaction issues.

* Researches and follows up on action items assigned.

* Maintains delivery standards consistent with Building Efficiency North America objectives for sustainable, profitable service growth through efficient execution of the work sold.

* Ensures that all customer account information required to support call management activities and scheduling are kept up to date in NxGen.

* Supports administration and resolution of warranty claims.

* Runs query reports, researches and reconciles unaligned costs, such as labor hours, material purchases, expenses and other service related transactions.

* Reconciliation of accounts payable exceptions as necessary.

* Researches, resolves or escalates accounts receivable disputes as outlined in the escalation process.

* Works with Accounts Receivables contact to assist with resolution of truck based team A/R issues.

* Determines appropriate actions for timely resolution. If needed, will interact with Customer to resolve receivable issues.

* Processes invoice credits and re-bills, as necessary.

* Proactively contacts customers ensure customer satisfaction and a commitment to pay.

* Updates and retains customer account information related to special billing conditions, tax status, invoice approval contacts, billing addresses and special billing rates up-to-date.

* Support inventory control process including updating equipment asset transactions.

* Provide additional service administration support, as assigned.

What we look for


* Associate's degree preferred, high school diploma or equivalent required, plus a minimum of two years of service industry experience with service operations and / or scheduling.

* Must demonstrate the ability to follow direction and work independently while demonstrating solid organizational and attention to detail skills.

* Must have strong interpersonal skills to effectively communicate with both internal and external clients with a positive attitude.

* Able to prioritize work activities based upon financial impact to desired business goals.

* Able to positively represent Johnson Controls and communicate with others at varying levels.

* Able to influence diverse teams to accomplish tasks/goals.

* Able to use Service Management software and financial accounting systems.