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 fast-paced position that requires someone who can stay organized under pressure, make decisions, communicate clearly, and keep work moving.

Key Qualifications The successful candidate will have:

- A positive attitude, strong work ethic, and professional approach.
- Excellent organizational and time-management skills, with the ability to prioritize competing demands.
- Strong problem-solving and decision-making skills.
- Excellent customer service and communication skills, both verbal and written.
- Confidence communicating with customers, technicians, management, suppliers, and other stakeholders.
- Strong computer skills, including Microsoft Outlook, Excel, Word, and similar business applications.
- The ability to learn and effectively use recent software and technology.
- Experience with field service management, dispatch, scheduling, or work-order software is a strong asset.
- Previous experience in dispatch, scheduling, coordinating field staff, service agreements, contract management, or a similar role is an asset.
- HVAC/Refrigeration industry experience is an asset but is not required.
- A strong attention to detail and commitment to maintaining accurate information and records.
- The ability to work independently while also contributing effectively to a team workplace.
- The ability to take direction, follow through on assigned tasks, and use initiative to identify and implement improvements.
- An understanding of related business functions such as billing, accounts receivable, purchasing, parts, and inventory is an asset.
- Post-secondary education, training, or applicable industry experience is preferred.





Key Responsibilities Customer Service & Call Management

- Answer incoming customer calls and provide professional, courteous customer service.
- Gather accurate information regarding the customer's equipment, issue, location, urgency, and service requirements.
- Assess service requirements and establish appropriate priorities.
- Communicate service expectations, scheduling information, and updates to customers.
- Document customer interactions, service calls, repairs, and follow-up requirements accurately.
- Identify and document customer leads and direct them to the appropriate personnel or department.
- Assist with customer concerns, disputes, and service-related issues as required.

Dispatch & Scheduling

- Schedule and dispatch technicians for service calls, maintenance, repairs, installations, and other assigned work.
- Prioritize service calls based on customer needs, urgency, contractual requirements, technician availability, location, and operational priorities.
- Coordinate technician schedules to maximize productivity and minimize unnecessary travel.
- Monitor daily schedules and make adjustments throughout the day as priorities change.
- Ensure technicians are attending scheduled jobs at the expected times.
- Maintain regular two-way communication with field staff throughout the day.
- Coordinate current and future preventative maintenance requirements.
- Ensure all work for all departments is properly scheduled and dispatched.
- Track outstanding and incomplete work and follow up to ensure jobs progress toward completion.
- Coordinate and dispatch non-billable or non-productive work orders only with the appropriate authorization.

Service Agreements & Contract Management

- Coordinate and track customer maintenance contracts and service agreements.
- Ensure scheduled maintenance is completed within required timeframes.
- Monitor work performed against established scopes of work, checklists, and customer requirements.
- Ensure customer contracts, maintenance schedules, checklists, and related information remain accurate and up to date.
- Identify upcoming maintenance requirements and proactively schedule work.
- Prepare weekly and monthly reports outlining maintenance progress, challenges, outstanding work, and opportunities.

Work Order & System Management

- Manage and maintain the company's field service management software.
- Ensure customer, equipment, contract, work order,



and service information is accurate and current.
- Ensure information is properly entered and maintained between the field service management and accounting systems.
- Ensure new customers are set up correctly with applicable terms and conditions.
- Monitor field staff compliance with electronic work-order and reporting requirements.
- Review technician submissions for completeness and accuracy.

Billing & Administrative Coordination

- Ensure technicians submit required documentation in a timely and accurate manner, including:
- Timesheets
- Customer job slips
- Packing slips
- Work-order documentation
- Customer-required paperwork
- Equipment and site photographs
- Parts photographs
- Warranty documentation
- Other required supporting documentation

- Review and prepare work-order information to support accurate and timely billing.
- Coordinate the transition of completed work orders, technician reports, and timesheets to the Billing team.
- Identify missing or incomplete information and follow up with field staff as required.
- Assist with customer disputes and the collection process where appropriate.
- Maintain awareness of delinquent accounts and manage the company's Do Not Dispatch list in accordance with company procedures.
- Issue purchase orders with the appropriate authorization.
- Accept and process customer payments and electronic payments as required.

Communication, Reporting & Operations

- Maintain effective communication between customers, technicians, management, billing, parts, and other departments.
- Provide regular updates regarding workload, outstanding work, scheduling challenges, and operational concerns.
- Prepare weekly and monthly reports as required.
- Track established operational goals and performance metrics.
- Identify recurring issues, inefficiencies, and opportunities for improvement.
- Contribute to a positive, professional, and team-oriented workplace culture.
- Support the General Manager and other departments with administrative tasks and special projects as required.
- Perform other duties as assigned.

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.

📌 Customer Service Administrator (Dartmouth)
🏢 ATL-REFAC
📍 Dartmouth