Service, Warranty and Logistics Representative

Vista Services is more than just a financial partner – we are helping communities, the people that live within them and the local contractors that service the area. Our dealers are experts in the water heater, HVAC, and residential infrastructure sector. Having both ownership from local management and an infrastructure fund managed by an award-winning investment manager, we are a well capitalized company looking to grow organically, geographically and by acquisition.

Reporting to the Service, Warranty and Logistics Supervisor, the Service, Warranty and Logistics. Representative is responsible for the administrative operations of service and warranty items as well as the procurement of materials and equipment.

Service and Install

• ‍‍Process and track requests for servicing and installations as required;
• With an awareness of supply chain challenges investigate, source, and order parts;
• Monitor Service Requests for use of warranty programs, accuracy in diagnosis, and timely repairs;
• Review Service Request Claims Invoices for completeness and accuracy and approve/reject per company policies.
• Complete orders for supplier parts and equipment as required for both inventoried and non-inventory equipment, verify shipments, and confirm delivery.
• Evaluate and dispatch service technicians in accordance with Vista Services Standard policy and guidelines;
• Process and record activities such as product deliveries, service calls, warranty claims and
  customer transactions;
• Track and reconcile delivery log, record delivery dates and corresponding assets correctly.

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Customer Centric

• ‍‍Provide a high level of customer service in a professional and courteous environment;
• Act as the intermediary between the Service Providers, Suppliers, and the customer;
• Handle all customer orders and issues for service;
• Take ownership of customers service issues and follow through to resolution;
• Review and enhance current Company processes and recommend solutions;
• Support, suggest and drive process improvements that increase controls, efficiency, and effectiveness;
• Assist in handling non-service-related customer service calls as required or scheduled.

Warranty‍

• Manage purchase orders for lost or damaged inventory at site;
• Process warranty data and claims;
• Process and manage closings, service work orders, serial numbers, and any other missing data;
• Retrieve service voicemails and emails and resolve or escalate to appropriate department;
• Monitor inventory control – track and log all inventory as required.

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Relationship Building‍

• Co-ordinate closings with Vendor Services to prepare future dated rental agreements;
• Work closely with the service team members, Service Providers, Suppliers, Builder
• Partners, office staff, and management to complete service requests, improve inefficiencies, and contribute to a cohesive office environment;
• Ensure all Vista Service. policies and procedures are followed;
• Participate in all Vista cross training initiatives;
• their duties as assigned to meet team objectives.

• 3-5 years of experience in a customer service or help desk capacity required.
• Experience with multiline telephones, email, and personal computers necessary.
• Experience with Internet Explorer, and Microsoft Office preferred.
• Knowledge of leasing and financial contracts is an asset.
• Post-secondary education in relevant fields is considered an asset.

• ‍Interpersonal Skills - Strong ability to communicate to prospective clients and teammates. Has a pleasant, patient, and friendly attitude.‍
• Integrity -Demonstrated passion for excellence with respect to treating and caring for customers. Strong work ethic.‍
• Attention to Detail -Ability to accurately manage all sales-related paperwork and communication.‍
• Interpersonal Skills -Strong ability to communicate with clients and sales team, both written and verbally (telephone skills).‍
• Organizational Skills - Excellent time-management.‍
• Initiative - Motivated self-starter.‍
• Multi-tasking - Ability to manage multiple accounting functions and projects simultaneously.