Customer Service Representative

Reporting Relationship: Reporting directly to the Assistant Service Manager.

The Customer Service Representative supports the service team by assisting with daily operations. Strong organization and time management skills are essential, along with the ability to adapt to the fast-paced nature of the service industry. The successful candidate will have a solid understanding of Microsoft programs and demonstrate a high level of customer service in all communications. This role plays an important part in maintaining overall office efficiency and enhancing communication within the service team.

What you’ll do:

• Respond promptly to incoming phone calls, providing exceptional customer service and support

• Create and manage work orders, including adding required parts and materials as needed

• Collaborate closely with cross-functional departments to ensure operational stability and workplace efficiency

• Accurately close work orders within Dynamics 365 CRM and Sage systems

• Review and process technician timecards, ensuring proper allocation of labor hours to corresponding work orders

• Assist with scheduling field technicians, including coordinating travel for out-of-town assignments

• Prepare and issue service quotes, and follow up with customers to support sales and service efforts

• Provide consistent daily updates on work in progress to internal teams and customers

• Participate actively in company safety initiatives and contribute as a member of the Safety Team

• Organize, maintain, and update service tickets for accuracy, completeness, and compliance

• Manage warranty claims from submission to resolution, including communication with customers and vendors

• Track and update equipment locations to ensure accurate asset management

Qualifications:

• Experience in a fast-paced customer service position

• Experience in the automotive industry would be considered an asset

• Comfortable using technology for daily tasks and communication

• Strong critical thinking, analytical, and problem-solving skills

• High attention to detail with proven time management and organizational abilities

• Ability to thrive in a collaborative team environment

• Valid 5F or 1F driver’s license and a reliable method of transportation to and from work

Stephenson Equipment began business on January 1, 1984, operating from a 2000 square foot facility on Colony Street. In 1987 they moved to their present location on Murray Park Road and have continued to grow into what is now a 15,000 square foot facility. In addition to serving the Automotive Service Industry since their beginning, they also sell and service Honda General Purpose engines through a dealer network which runs from Thunder Bay through to the Saskatchewan - Alberta border. In 1994 Stephenson Equipment began selling Yamaha Golf Cars and continue to do so today.