Job Title: Install Planning Clerk

Reporting To: IP Operations Manager

Department: Install Planning

Location: Markham

Rate of pay: $26.49 - As per collective agreement

File number: 3696

Hours of Work: 35 hours per week – Monday to Friday 7:00a.m. – 3:00p.m.

Vacancies: 2

The primary focus of this role will involve the ongoing optimization of area Install Technician resources to meet incoming and forecasted customer demands, including finalizing orders, reconciling cash balances and handling escalations. Through the use of a formalized planning process and continuous interaction with Internal and external customers and partners, this key function will ensure that corporate goals are met in a manner that provides best‑in‑class service delivery and customer satisfaction.

Responsibilities:

Accountable for setting the daily schedule, by including scheduling overnight installs, optimizing the schedule, adjusting for exceptions, and confirming the schedule with installers and subcontractors

Required to handle escalations by managing queues and monitoring email inbox activity to ensure timely resolution of customer complaints and escalations.

Accountable for proactively scheduling installations for HVAC and Water Heaters and generating BRIOs

Ensuring a fair and even distribution of workload

Prepare BRIO reports as required

Responsible to create orders including creation of the GERS order from the SIPR file, assigning inventory against the job, voiding and updating of orders per EMC and Management

Responsible for the capture and input of task information into applicable applications

Responsible for handling the debrief activity with installers upon completions of jobs

Responsible for collection of payment on orders

Responsible for the entry GERS order details (Serial Numbers, warranty information, big box sku’s)





Accountable for application of payment against GERS orders

Required to finalize installations including HVACs transactions, Water Heaters (Company installers only) and completing district extras

In charge of reconciling GERS cash draws for previous day’s work

Handling of both inbound and outbound calls

Assist with escalations as necessary

Filing of envelopes, faxing of red tags, queue management, manual dispatch of work as required

Provide customer quotes, analyze and interpret forecast and incoming-demand data

Record forecast variance and resource allocation change information

Coding out of calls when required

Provide customers with quotes on installs

Advise Customers of changes to appointment times

Undertake special projects and assignments as assigned

Achieve defined productivity and performance measures on a consistent basis

Ability to effectively resolve customer complaints to the satisfaction of both customer and the company

Ability to provide reporting and data analysis as requested by management

Act as a courteous and friendly central point of contact for both internal and external customers.

Other duties as assigned by management

Qualifications:

Customer focused with excellent interpersonal skills

Ability to effectively use W6, GERS, MS Office & Clarify software programs

Ability to concurrently use various computer information packages in conjunction with telephone / wireless radio communication devices

Ability to effectively resolve customer complaints to the satisfaction of both customer and the company

Capable of working well under pressure and understanding business processes

Proven decision‑making skills

Ability to work in a rapid‑paced, pressure filled, team environment

Strong organizational skills

Capable of doing financial analysis to rectify variances

Grade 12 education

Note: This position applies to UNIFOR Local 975.

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📌 Install Planning Clerk (Ontario)
🏢 Enercare
📍 Ontario