The role You own the client experience after the sale: every call gets answered, every system is watched, every promise on a care plan is kept and every service visit is set up to go right the first time. New Wave Electronics designs, installs and supports smart home, lighting, audio-video and security systems for homes and businesses across the GTA. We are a Control4 Gold dealer, a Control4 Certified Showroom and a Lutron Gold Integrator based in Richmond Hill. Our clients have trusted us with their homes for over 30 years and service is how we keep that trust. What you'll own You run the service desk end to end. You will improve existing processes using modern technologies, then own and run them. 1. Client contact and intake
- Answer and return every call, email, text and web inquiry the same business day
- Log every interaction in the CRM and turn each request into a ticket or work order
- Be the client's named contact for service: they should know who to call and trust that it gets handled 2. Triage and monitoring
- Use our remote tools (OvrC and others) to check a reported problem before we dispatch a technician
- Work through simple, scripted fixes and escalate anything beyond the script with clear notes
- Review client systems daily for offline devices, alerts and pending updates, and contact clients before they notice a problem 3. Scheduling
- Own the service calendar. Book visits against each client's plan response times and priorities
- Confirm appointments the day before and keep clients informed of any change 4. Before and after every visit
- Make sure the technician has what they need: parts, site notes, access details and a transparent scope
- Track parts orders and returns with suppliers
- Close each work order with notes, hours and parts, update site documentation and hand it off for invoicing
- Follow up with the client, ask happy clients for a Google review, and flag repeat issues and upsell opportunities to the owner 5. Care plans
- Track each client's plan: what it includes, what's been used and what is due




- Schedule included visits on time and follow up on renewals before plans lapse Your first 90 days By day 90, the service desk runs on written processes you helped refine.
- Days 1–30: learn and log. Answer the phones, shadow service visits and learn our clients, systems and tools. Start logging every request in the CRM from day one
- Days 31–60: write it down. Document the intake flow, the daily monitoring routine, scheduling rules, the job-prep checklist and close-out steps. Build the care-plan tracker
- Days 61–90: run it. Own the calendar and the daily monitoring review. Report weekly on response times, open tickets, visits completed and plan renewals What this role is not You won't program systems, sell projects or supervise technicians. You make sure they and our clients are set up to succeed. How we work (our values) Skills get you the interview; character gets you the job. We're an inclusive team and want to hear from anyone who can live these five values: 1. Honest answers. You tell clients the truth about what they need
- *In this role:
* you give clients real timelines and real reasons. If a visit can wait, or the fix is already covered by their plan, you tell them 2. Own it. If it's broken you fix it. You don't blame the last tech, the vendor or the network
- *In this role:
* once a client calls, the issue is yours until it's closed. You chase the part, the tech and the vendor so the client never has to follow up 3. Show the work. If it's broken you fix it. You don't blame the last tech, the vendor or the network
- *In this role:
* once a client calls, the issue is yours until it's closed. You chase the part,



the tech and the vendor so the client never has to follow up 4. Built to last. You think in years not jobs. Whether it's a system or a relationship you set it up so it still works in year ten
- *In this role:
* you build processes and client records that keep working when you're on vacation and relationships that keep clients with us for a decade 5. Always learning. You keep your skills current and stay curious about what's next, whether that's a platform, a product or a better way to serve a client
- *In this role:
* you learn our systems well enough to triage the common issues yourself and you keep looking for a simpler way to run the desk Who you are You're the person who returns the call, manages the calendar and notices what's about to go wrong Must have
- 3+ years coordinating service, dispatch or scheduling (home services, a clinic, property management or similar)
- You've built or improved a process, not only followed one
- Calm, warm and clear with demanding clients, on the phone and in writing
- Organized and dependable. You follow up without being reminded
- Comfortable with software (CRM, calendars, spreadsheets) and curious about smart home technology Nice to have
- Experience in smart home, AV, security or IT support, or comfort with basic troubleshooting
- Familiarity with QuickBooks Online
- A valid driver's license (for occasional parts runs) Pay, hours and benefits 2 weeks' paid vacation, paid public holidays, 5 paid personal days a year, a $1,000 health spending account after 90 days, paid product training and employee pricing on equipment Pay: $24.00-$29.00 per hour Expected hours: 30.0 – 40.0 per week

Benefits:
- Casual dress
- Dental care
- Mileage reimbursement
- On-site parking
- Paid time off
- Store discount
- Vision care Application question(s):
- Tell me about a process you built or fixed and what changed because of it, or a time you went above and beyond for a client. Work

Location:
In person

📌 Client Care Manager (Richmond Hill)
🏢 New Wave Electronics
📍 Richmond Hill