About the Role

Air Tech Services Inc. is looking for an organized, dependable, and customer-focused Customer Support / Operations Lead to support our day-to-day office and service operations.

This is a hands-on role that sits at the centre of our business. You will be the first point of contact for customers, tenants, property managers, technicians, and vendors, helping coordinate service calls from the initial request through scheduling, dispatch, invoicing, and follow-up.

The ideal candidate is someone who enjoys working with people, stays calm when priorities change, and is comfortable managing several moving pieces at once. You should be confident communicating over the phone and email, highly organized, and able to work independently while keeping the rest of the team informed.

Key Responsibilities

- Act as the first point of contact for incoming customer, tenant, and property management inquiries by phone and email
- Receive and assess incoming service calls, gather necessary information, and determine scheduling priorities
- Coordinate and dispatch daily service calls to field technicians based on availability, location, urgency, and customer requirements
- Schedule service appointments directly with customers, tenants, property managers, and other contacts
- Handle urgent and emergency service requests while maintaining clear communication with both customers and technicians
- Maintain technician schedules and make adjustments throughout the day as service needs and priorities change
- Communicate appointment updates, technician arrival information, service changes, and follow-up requirements to customers
- Monitor company email accounts and respond to or direct inquiries appropriately
- Create and process customer invoices using QuickBooks Online
- Manage and track accounts receivable and accounts payable
- Follow up on outstanding customer invoices and payments when required




- Process and organize vendor invoices, receipts, purchase documentation, and other financial records
- Maintain accurate customer, service, billing, and administrative records
- Coordinate with suppliers and vendors regarding materials, equipment, orders, and service requirements
- Assist with inventory, office supplies, and general operational needs
- Support company vehicle and equipment maintenance scheduling and record keeping
- Assist with employee onboarding, scheduling, documentation, and other administrative requirements
- Resolve customer concerns and service issues professionally, escalating when necessary
- Maintain organized digital files, documentation, and internal records
- Support management with general office administration and day-to-day operational needs
- Identify opportunities to improve internal processes, customer communication, and overall workflow

What We're Looking For

- Previous experience in customer service, office administration, dispatch, scheduling, operations, or a similar role
- Experience working in a service-based, HVAC, trades, property management, or field-service environment is considered an asset
- Experience with QuickBooks Online, including invoicing and basic accounts receivable/accounts payable functions
- Strong customer service and communication skills
- Professional and confident phone and email communication
- Strong organizational skills with the ability to manage multiple priorities
- Comfortable working in a fast-paced environment where schedules and priorities can change throughout the day




- Strong attention to detail and accuracy
- Ability to work independently, take initiative, and problem-solve
- Comfortable communicating and coordinating with field technicians
- Proficiency with email, Microsoft Office/Google Workspace, spreadsheets, and general computer systems
- Reliable, accountable, and able to follow tasks through from start to finish

What Success Looks Like in This Role You are someone the team can rely on to keep the day moving. Customers know who to contact and receive timely communication. Technicians have clear schedules and the information they need before arriving at a job. Service calls are documented properly, invoices are processed accurately, outstanding items are followed up on, and significant details don't fall through the cracks.

Most importantly, you understand that great operations and great customer service go hand in hand. You can manage the administrative side of the business while still making customers feel heard, informed, and taken care of.

Why Join Air Tech Services Inc.?

You'll have the opportunity to take ownership of an important role within the company and work closely with both management and our field team. This position offers variety, responsibility, and the opportunity to have a direct impact on our customers' experience and the efficiency of our day-to-day operations.

Job Type: Full-time

Experience:

- Customer service/administration: 2+ years preferred
- Dispatching or scheduling: 1+ year preferred
- QuickBooks Online: Experience preferred
- HVAC, trades, field service, or service-based business experience is an asset

Work Location: In person Pay: $24.00-$29.00 per hour

Expected hours: 40.0 per week

Benefits

- Casual dress
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Vision care

Work Location: In person

📌 Customer Support / Operations Lead (Stoney Creek)
🏢 Air Tech Services
📍 Stoney Creek