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.
We are looking for an experienced, organized, and customer-focused Customer Service Administrator to join our residential HVAC team. Reporting directly to the General Manager, the successful candidate will play a critical role in the day-to-day operation of our service department. Responsible for coordinating customer calls, scheduling and dispatching technicians, managing service priorities, maintaining accurate work orders, and ensuring information flows effectively between customers, field staff, billing, parts, and management.
This is a 50/50 position, with approximately half of the role focused on residential HVAC customer service, and half focused on administrative and accounting support.
Responsibilities
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.
