Service Support Lead

Who We Are

SMS Security is a mid-sized security systems company that has been in business for over 30 years. We supply Security Guards and Technician services to multi-residential and commercial properties across the GTA. We take pride in promoting ourselves from within.

Who You Are

You have a passion for providing world-class service to customers, colleagues and communities. You are a person of integrity with a commitment to growth, accountability and delivering results. You want to join an organization with a positive culture that embraces inclusion and allows everyone to be the best version of themselves.

You have work experience of 2-5 years in a Client Service or other relevant role.

Job Summary:

As part of the service team, you will support a group of 15-20 technicians by managing and processing work orders to ensure customer needs are met. This role involves ensuring work orders are accurate, complete, and ready for invoicing. You will be the lead for handling escalations, communicating with both technicians and customers, to ensure problems are solved with the utmost attention to providing excellent customer service.. Additionally, you will coordinate technician assignments, act as a secondary point of contact for service calls and projects, and deliver exceptional customer service. The position requires strong organizational skills, attention to detail, and the ability to manage multiple tasks efficiently.

Key Responsibilities:Work Order Processing

• Review Technician work order notes daily to ensure customers problems are solved and work can be invoiced
• Identify and resolve discrepancies or missing information in work orders.
• Communicate with technicians to clarify details or obtain additional information.
• Ensure services performed, materials used, and labor hours are accurately documented.
• Verify completeness of work orders, including customer details, before marking for invoicing.
• Report potential business opportunities to the sales team.

Escalation Management

• Manage all escalations to ensure they are not missed.
• Liaise with the Technicians, customers and internal teams to solve the problem in the most efficient way possible
• Organize return visits by Technicians to resolve issue
• Identify opportunities for training and process improvement based on escalation trends

Communication

• Answer secondary phone lines and respond to voicemails within 1 business day.
• Respond to emails from customers or team members within 2-4 hours.
• Ensure follow-up with customers when necessary to provide excellent customer service.

Other Duties

• Perform additional tasks as needed to support the service team and ensure smooth operations.

Qualifications/ Requirements

• Asks questions and isn’t afraid to challenge the way things have always been done
• Excellent verbal and written communication skills.
• Excellent listening, negotiation and presentation abilities
• Proficient in computer skills
• Ability to organize and prioritize multiple projects with attention to detail.
• Exhibits good organizational and time-management skills
• Flexible to changes.
• Experience delivering client-focused solutions to customer needs.

We Offer

• Advancement within our organization.
• Health Benefits package.
• Opportunity to work in a challenging, rewarding environment
• Competitive pay rates
• Engaging managers

Good luck – we look forward to hearing from you!

SMS security is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. SMS security does not discriminate on the basis of disability, race, creed, gender or any other basis protected under federal, provincial, or local laws.

Job Type: Full-time

Pay: $23.00-$26.00 per hour

Additional pay:

• Bonus pay
• Overtime pay

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Paid time off

Flexible language requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Toronto, ON M4L 1G1: reliably commute or plan to relocate before starting work (preferred)

Education:

• Secondary School (preferred)

Experience:

• Customer service: 1 year (preferred)

Location:

• Toronto, ON M4L 1G1 (preferred)

Work Location: In person

Application deadline: 2024-12-04
Expected start date: 2024-12-05