KA Customer Care Representative

Principle Duties and Responsibilities:

Receive and prioritize incoming service requests (calls emails portals).

Dispatch 20 local technicians to service locations across the region based on location urgency and technician availability.

Call customers to confirm service call appointments and provide necessary updates.

Coordinate with the warehouse team to ensure timely availability of materials and parts and fulfill replenishment for technicians biweekly or monthly for stocks.

Monitor technician progress and update schedules in realtime.

Maintain regular communication with technicians to relay updates parts status or site instructions.

Confirm appointment windows with customers and handle rescheduling as needed.

Confirm job details and scheduling in FMP360 system.

Track service order completion technician hours and part requirements.

Manage responses and followups for customer inquiries and service updates.

Escalate service delays or customer issues to the manager.

Assist in preparing daily weekly or ad hoc dispatch reports for internal use.

Work with callintake daily to address and resolve stuckinprogress orders.

Provide report on Service Availability and Backlog based on New SO Ontario Bucket.

Track total number of followups to be completed and the outstanding.

Monitor and manage SOs pending for parts referencing OneNote for updates.

Effectively manage ETA report to ensure accurate and timely updates

Manage service orders according to Service Level Agreement (SLA).

Prepare and provide biweekly reports on the service backlog and progress to the manager.

Knowledge Skills and Abilities Required:

2 years experience in dispatching or scheduling preferably in a field service or construction environment.

Familiarity with automatic door systems or similar electromechanical equipment is an asset.

Strong communication skills both written and verbal.

Strong editing/writing abilities for accurate documentation and customer correspondence.

Ability to navigate easily in a complex digital environment and use multiple systems.

Strong organizational and multitasking abilities.

Ability to prioritize tasks independently and work efficiently under pressure.

Good judgment in handling scheduling conflicts or customer concerns.

Comfortable working under pressure and adapting to frequent schedule changes.

Knowledge of the GTA geography and traffic patterns.

Ability to take direction well and adapt to evolving priorities.

Ability to work well within a team and maintain strong internal collaboration.

Computer Skills Required:

Proficient in Microsoft 365 apps (Outlook Excel Teams) and dispatch or FSP systems.

Proficient with a variety of systems including ERP CRM dispatch solutions and Office365.

Education:

College degree preferred.

Additional Information:

Requires extended periods of sitting reading and typing.

This job description is not intended to be an allinclusive list of duties and responsibilities. Rather it is intended only to describe the general nature of the job. Employees may be expected to perform other related duties as required to meet the ongoing needs of the organization

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return we open doors for them wherever they go. With nearly 61000 colleagues in more than 70 different countries we help billions of people experience a more open world. Our innovations make all sorts of spaces physical and virtual safer more secure and easier to access.

As an employer we value results not titles or backgrounds. We empower our people to build their career around their aspirations and our ambitions supporting them with regular feedback training and development opportunities. Our colleagues think broadly about where they can make the most impact and we encourage them to grow their role locally regionally or even internationally.

As we welcome new people on board its important to us to have diverse inclusive teams and we value different perspectives and experiences.