This position is responsible for liaising between customer service and the Installation group. Ensures that the installers are utilized effectively to service customers in a timely manner to either have lifts installed or repaired as required.
Key Performance Indicators:
Ability to resolve issues in a timely manner independently
Ability to positively represent the company to clients
Professional demeanour and polished telephone communication skills
Competency (Skills and Abilities):
To perform the job successfully, an individual must demonstrate the ability to adapt and make last minute schedule changes and coordinate multiple people accordingly to ensure customer satisfaction, as customer changes may result in unproductive gaps in the schedule that require immediate attention.
The incumbent will possess or demonstrate an ability to acquire the following
Excellent written and oral communication skills and proven reading comprehension skills in both English & French languages
Secondary school diploma or relevant experience
Knowledge of Google Chrome, Microsoft Outlook and Windows
Communication and analytical skills
1-3 years related experience in a fast paced environment
Great attitude, work ethic, and communication skills
Demonstrated organizational and time management skills
NOTE: This job description is not intended to be all-inclusive. Employees may perform duties as negotiated to meet the ongoing needs of the organization.
Essential Duties and Responsibilities:
Responsible for scheduling installation of new and re-installed lifts and the assist with service calls both for English & French speaking clients
Assists customer service with scheduling of service calls
Updates the installation schedule ensuring that it matches AGS
Tracks installers to ensure a timely arrival time to customer homes
Books installations from surveyors on site daily
Responds to main telephone line, transferring calls and taking messages
Go through messages form Answer Plus and the contact center and forwards them to appropriate individuals without system access
Checks emails and prepares sales paperwork for installation
Prints drawings form CAD, adds to the customer file and AGS
Ensures that all documents are signed and uploaded in AGS (Payment Plan, Quote Sheet, Funding paperwork and pictures of installations)
Ensures daily coordination with Sales Admin to ensure that all paper work is signed and received
Update the Sales Team with customer files on hold for a duration of time without a deposit and all cancelled sales
Forwards information from customers to the Sales Admin. Team to ensure required updates are made to customer files on AGS
Updates the Curve log
Advises the Installation Supervisor on scheduling of hotel bookings and flights for the Installer/Service Techs. As required.
Tracks shipments of special orders coming from the UK/Burlington Office for installation
Tracks the arrival of stock shipments to each installers scheduling ensuring it matches the installation dates provided to the customers, re-schedules with customer as required.
Other duties as assigned/required
Acorn Stairlifts is an international, family owned company employing over 1700 employees across 11 countries worldwide. Since our inception in the United Kingdom in 1992, we’ve established ourselves as the world's largest independent manufacturer and supplier of straight stairlifts. Our straight lifts as well as our curved and outdoor models address virtually every challenge presented by the need for assistance on the stairs.
The Canadian head office for Acorn Stairlifts is located in Burlington, Ontario, with additional offices in Montreal and Vancouver. In addition to our office staff, we have surveyors and installers spread all across the country to support our growing business.
Acorn was founded to improve the lives of seniors in our communities, with the goal being to keep our customers safe in the homes they love. We achieve these goals through abiding by our values of quality, unity, integrity, care, and ambition of which we apply to our work, clients, and employees.Vacancies List