Landing Page Feature size 850 x 638 copy

To apply, submit your resume to: hr@rgo.ca

Position Type: Full-Time, Permanent

Location: Calgary, AB

RGO Technologies Inc. “RGO” is currently recruiting for a Customer Care to join our team.
The successful candidate in this role creates, administers and invoices service maintenance contracts for office technology, efficiently answering phone calls and call entry into eAutomate customer dispatch system, entering order information for supplies and sales, creating inventory items in eAutomate and arranging delivery as required.

Key Responsibilities:

Administrative

  • Review meter reads on office equipment and bills and maintains meter charge contracts.
  • Renewals and terminations of service contracts using profit/loss analysis to make decision.
  • Create and invoice contracts for new technology that has been sold and warranty service calls.
  • Ensure timely and accurate processing of all invoices.
  • Liaise with customers and staff concerning contract inquiries.
  • Coordinate inter-territorial transactions and service loaners as required.
  • Input toner service contract orders received via FM Audit. Monitors the application to ensure maximum customer uptime.
  • Input orders to vendors by creating a purchase order in eAutomate and then visiting the vendor site or email the order.
  • Code freight invoices to the internal department for payment.
  • Coordination of logistics.
  • Attend technology meetings to document minutes for internal distribution.
  • Ensure processing on order for Canon rebates.

Dispatch

  • As part of the dispatch rotary, answer incoming calls and places service calls.
  • Answer calls from customers and enter service call tickets that accurately outline the nature of the customer’s concern in a way that allows the Service Tech to understand the problem.
  • Utilize specific software to prioritize service calls and maintain response times, ensuring efficiency in coverage of the areas of the city and allocating calls to trained and qualified technicians.
  • Ensure all service requests are entered into the business system for tracking purposes.

Leases

  • A Spreadsheet is kept up to date that includes every single RGO Lease from each Leasing Company (RCAP, RoyNat, DLL, GE Capital). This needs to be updated regularly to ensure every current Lease is assigned to a Sales Rep, or, if not, bring to Director of Sales’ attention.
  • Completed Leases are all entered in E-Automate and SalesForce.
  • All issues regarding Leases are addressed and the associated Paperwork for a return, Trade-In,Trade Up and return to the Lease Company or Recycler are addressed.

Customer Profiles

  • Be a resource to the Sales Team to make sure the Customer Profiles in SalesForce are complete and up to-date.
  • Maintain and have and update to the Named Account Customer List on the S-Drive making any and all changes so that this list can be viewed by the SalesForce to avoid conflicts in advance.

Understanding and Leadership of important Software applications including E-Automate and SalesForce

  • These programs are key applications for the Technology group and therefore Customer Care needs to become very knowledgeable and proficient of this application.

Qualifications:

  • High School Diploma. Post Secondary Education an asset.
  • 1-3 years of general office administrative experience is required. Proficient with computer software,
    specifically Word, Excel, Outlook, SharePoint and MS Teams.
  •  At least one year of customer service experience in some capacity, dealing with internal or external
    customers.
  • Data entry experience.
  • Willing and able to learn and train proprietary software such as eAutomate.
  • Strong communication skills and excellent interpersonal skills, often required to deal with difficult
    circumstances.
  • Excellent telephone manner and spelling skills are essential.
  • Superior customer service focus and attitude. Must enjoy working as part of a team and dealing
    with the public constantly.
  • Pleasant and friendly attitude in working with the public.
  • Takes personal responsibility for actions and able to take direction.
  • Capacity to learn new information and skills.
  • Adaptable to business automation and processes.
  • Exceptional organizational skills, attention to detail and the ability to meet deadlines in a fast-paced
    environment.
  • Proof of full immunization is required upon hire.

Work Environment:

  • Sedentary office work with most of the day spent at a computer or on the telephone.

Why RGO?

Our People: Our people are our most valuable asset. At RGO we drive a high-performance culture through open communication and the sharing of ideas, continuous learning and development opportunities, awards and recognition programs, and dynamic, collaborative work processes.

Our Values: At our core we strive to incorporate our values into everything that we do. We stand by our core values and they drive our big business decisions and corporate culture. Staying true to our values has enabled RGO to be Great Place to Work certified, Best Workplaces in Alberta, Best Workplaces for Mental Wellness, Best Workplaces for Giving Back and win Canada’s Best Managed Companies award
since 2006.

Our Employee Experience: Providing an amazing customer experience is at the heart of what we do. We believe in order to execute on an amazing customer experience the formula for success is to first deliver a great employee experience. RGO invests in the employee experience through an active social committee that organizes fun events for RGO team members and their families throughout the year, education reimbursement program, RGO Wellness program, on-site fitness facility, comprehensive benefit program, and supporting employees and their families through RGO’s Employee Family Assistance Program (EFAP).

Our Safety Culture: Safely go, the RGO way, it’s not just our safety slogan, its ingrained in our culture. As a COR certified company, we strive to maintain an industry leading safety program that protects our employees, other parties where our operations are carried out and the general public from harm, and promotes the physical, psychological and social well-being of our staff.

If you are seeking an exciting challenge and meet or exceed our qualification requirements, please submit your resume to hr@rgo.ca

We appreciate the interest of all applicants and will only contact qualified candidates.