Customer Service Administrator

ATL-REFAC LIMITED; Dartmouth; On-site; CAD 40,000 - 55,000; Full time

Benefits offered by this job

RRSP matching

Medical and dental benefits

5 paid sick days

Paid vacation

Company-provided cell phone

Company-provided laptop

Job summary

ATL-REFAC Limited is seeking a Customer Service Administrator to support residential HVAC dispatch and administrative functions in Dartmouth, NS. You will handle incoming calls, gather service details, schedule technicians, and maintain clear communication with customers and field staff.

In addition to dispatch duties, you will assist with accounts payable/receivable, invoicing, payroll support, and general office tasks.

Qualifications

• Strong organizational skills and attention to detail.
• Excellent customer service and communication skills.
• Comfortable working with numbers, invoices, expenses, and financial information.

Responsibilities

• Answer incoming customer calls and provide professional customer service.
• Gather information, assess service requirements, and prioritize calls.
• Schedule and dispatch residential HVAC technicians.
• Monitor technician schedules and adjust throughout the day as priorities change.
• Maintain communication with customers and field technicians.
• Coordinate preventative maintenance and service agreements.
• Monitor outstanding work orders and follow up on incomplete work.
• Maintain accurate customer, equipment, and work-order information in the field service system.
• Ensure technicians complete required paperwork and electronic documentation.
• Assist with customer concerns, warranty documentation, and service follow-up.
• Process and maintain accounts payable, including reviewing invoices, matching documents, and preparing invoices for payment.
• Complete company credit card reconciliations and coding expenses.
• Assist with accounts receivable and collections.
• Issue purchase orders and assist with purchasing administration.
• Process customer payments and electronic payments.
• Assist with payroll and timesheet administration.
• Maintain accurate electronic and paper records.
• Assist with billing and ensure required work-order documentation is complete.
• Prepare reports and other administrative documentation.
• Provide general administrative support to management and the office team.

Skills

Organizational skills

Customer service

Communication

Outlook

Excel

Word

Education

Post-secondary education in Business/Accounting/Office Administration

Tools

Outlook

Excel

Word

Job description

ATL-REFAC - Customer Service Administrator (Residential HVAC)

Location: Dartmouth, Nova Scotia Schedule: Monday to Friday, 7:30 AM - 4:30 PM Work Location: In person

About Us

ATL-REFAC Limited provides professional maintenance, service, and repair for Refrigeration, HVAC, Air Conditioning, and Heat Pump equipment and systems. Based in Dartmouth, NS, we serve residential and commercial customers throughout HRM and surrounding areas, as well as Industrial Cape Breton and surrounding communities.

At ATL-REFAC, doing what is right and what is safe for our customers, employees, and business is at the core of how we operate.

Residential Dispatch & Customer Service

• Answer incoming customer calls and provide professional customer service.
• Gather information, assess service requirements, and prioritize calls.
• Schedule and dispatch residential HVAC technicians.
• Monitor technician schedules and adjust throughout the day as priorities change.
• Maintain communication with customers and field technicians.
• Coordinate preventative maintenance and service agreements.
• Monitor outstanding work orders and follow up on incomplete work.
• Maintain accurate customer, equipment, and work-order information in the field service system.
• Ensure technicians complete required paperwork and electronic documentation.
• Assist with customer concerns, warranty documentation, and service follow-up.

Administration & Accounting Support

• Process and maintain accounts payable, including reviewing invoices, matching supporting documentation, and preparing invoices for payment.
• Complete company credit card reconciliations, including reviewing transactions, coding expenses, and following up on missing receipts.
• Assist with accounts receivable, customer account administration, and collections.
• Issue purchase orders and assist with purchasing administration.
• Process customer payments and electronic payments.
• Assist with payroll and timesheet administration.
• Maintain accurate electronic and paper records.
• Assist with billing and ensure required work-order documentation is complete.
• Prepare reports, spreadsheets, and other administrative documentation.
• Provide general administrative support to management and the office team.
• Assist with special projects and other duties as required.

Qualifications

• Strong organizational skills and attention to detail.
• Excellent customer service and communication skills.
• Strong computer skills, including Outlook, Excel, and Word.
• Comfortable working with numbers, invoices, expenses, and financial information.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills and ability to work independently.
• Positive attitude, strong work ethic, and professional approach.
• Ability to learn new software and systems quickly.

Assets include:

• Dispatch or scheduling experience.
• Accounts payable, accounts receivable, or bookkeeping experience.
• Credit card reconciliation experience.
• Experience with accounting or field service management software.
• Experience in HVAC, Refrigeration, Construction, or another service-based industry.
• Post-secondary education in Business, Accounting, Office Administration, or a related field.

Industry experience is an asset but is not required.

What We Offer

• Competitive compensation.
• RRSP matching up to 7% of earnings.
• Company-paid medical and dental benefits.
• 5 paid sick days per year.
• Paid vacation.
• Company-provided cell phone.
• Company-provided laptop.
• Monday to Friday schedule - 7:30 AM to 4:30 PM.
• A professional, team-oriented work environment.
• An opportunity to play an important role in the growth and success of a growing HVAC service operation.

Additional Information

French: Not required.

Work Location: In person - Dartmouth, Nova Scotia.

Ability to commute/relocate: Must be able to reliably commute to Dartmouth, NS, or plan to relocate before starting employment.