As a Service Coordinator/Call Flow Specialist II, you will play a vital role supporting account managers, customers, and technicians by ensuring the smooth flow of operations within the call flow department. Your responsibilities will encompass a range of tasks including preparing quotes, ordering parts, tracking outstanding requests, coordinating dispatch and creating/managing maintenance contracts. Flexibility and adaptability are key as you will be called upon to assist and provide coverage in other areas of the department as needed.

Call Flow Specialist II will perform other related duties, as assigned by the Call Flow Manager, for the purpose of ensuring the efficient and effective functioning of business processes.

This is an onsite position. 

 Essential Functions

• Gathering information, obtaining cost pricing for materials, and preparing quotes for submission.
• Creating quoted WO’s, ordering materials, tracking statuses, coordinating with warehouse/dispatch and following up on completion of quoted work.
• Provide quotes and order parts for supply only (Part Sale) customers, field technicians and account managers as directed by the Call Flow Manager.
• Provide support and coverage in other areas of the call flow department as needed.
• Knowledgeable with all aspects of the call flow process, training materials, user guides, SOP’s etc.
• Assist with building training materials and feedback to adjust materials accordingly to improve the overall call to cash process and provide training for existing and new team members.
• Upon request, facilitate individual and group meetings to solve problems and implement improvements.
• Gather missing documentation from field personnel that is persistent to billing.
• Implement and manage Planned Maintenance agreements.

 Job Requirements - Minimum Qualifications

 To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Highly organized, with an ability to manage multiple tasks, set priorities, and meet deadlines.
• Strong problem-solving skills with excellent attention to detail.
• Proficiency in office software and tools.
• Self-motivated and works well with others.
• Ability to handle high-pressure situations and prioritize tasks effectively.
• Effective communication skills working with customers and colleagues at all levels of the business.
• Capable of working with cross functional teams to meet deadlines and goals.
• Flexibility and desire to take on additional responsibilities.
• Willing to learn and grow with the company.
• High school diploma or general education degree.
• HVAC/R industry knowledge or experience preferred.

Employee will work 37.5 hours per week. Employee will support two operating companies. CT Control Temp and IHM Mechanical are both located in Burnaby, BC.

Physical Demands and Working Environment 

Work is performed in a standard office environment.  Approximately 90% of duties performed are in a seated position. The employee must reach with hands and arms and talk and hear.  Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

Working Conditions

Extended work hours may be necessary during periods of addressing challenges or resolving issues.