Dispatcher / Service Coordinator

Call Center/ Dispatch Services Vancouver, Canada


Description

If you thrive in a team-oriented workplace that challenges your skills, to drive your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs, join the Latham's - An Ainsworth team today!

Position Summary:

The CSR/Dispatcher is the initial point of contact between the customer and field personnel. Receiving calls by telephone, the Dispatcher will troubleshoot to identify the cause of the customer’s concern, and if possible, provide technical support. In the event that the Dispatcher is unable to provide assistance, the individual will efficiently schedule service work, clearly inform field personnel of the servicing work to be done and ensure field personnel has the required information to perform the work. The Dispatcher will also record accurately and in detail, all work performed by field personnel, including the outcome

Responsibilities:

  • Assist clients with technical support when possible.
  • Distribute work orders to field service personnel ensuring that appropriate systems are updated and individuals informed when work orders are completed.
  • Develop schedules for field service personnel, in conjunction with management, taking in to account work order priorities, due dates, timerequired, location, skills required, workload and urgency.
  • Provide assistance to field personnel if needed.
  • Interface with customers and other departments as necessary to ensure successful completion of service.
  • Assist in the growth of other Call Centre agents by sharing both job knowledge and expertise.
  • Handle customer service requests using strong interpersonal skills and customer focus.
  • Collect field service timecards and completed work order sheets, ensuring tech accuracy of completed notes and recommendations.
  • Act as Ainsworth’s customer advocate to expedite issues surrounding quality, service delivery and responsiveness. Provide support, guidance and make recommendations to Operations to ensure customer escalations are resolved.
  • Initiate, change and/or revise scheduling and dispatch processes to ensure customer satisfaction with call scheduling and responsiveness is always a top priority
  • Provide quotation support to field service technicians as required. Assist in the preparation of service quotes to customers, including contacting vendors to establish price and availability of replacement parts and/or repair items.
  • Champions a high performance leading to enhanced customer interface satisfaction.
  • Perform other duties as assigned by Management.
  • Provides support and backup for other administrative/inside sales duties as requested.
  • Knowledge of basic HVAC repair estimates is an asset.

Qualifications

  • 3-5 years experience as a Dispatcher is required.
  • Data Entry to Customer Web Portals
  • Ability to follow and perform to customer guidelines
  • Excellent customer service skills.
  • Excellent verbal and written communication skills
  • Attention to detail and multi -tasking
  • Proficiency with MS Office applications; Excel is essential.
  • Ability to exercise independent judgment and take initiative.
  • Ability to work effectively under pressure.
  • Demonstrated coordination, organizational, and interpersonal skills.


Schedule: Full Time

Work Location: Downtown Vancouver

While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.

Latham - An Ainsworth comapny is committed to building a diverse and inclusive workplace. Qualified designated group members are encouraged to apply as any reasonable accommodation of qualifications will be considered as per our Accommodation Policy, available upon request.

Latham - an Ainsworth company is an integrated multi-trade company, offering end-to-end services and solutions for all asset maintenance and refurbishment requirements of our customers. We are continually striving to create better and more advanced products as well as provide the highest quality service. We are rapidly growing and need talented professionals to help drive our vision at becoming the best multi-trade company in the country! Join us…. Make a difference.

l Team Oriented Environment l Competitive compensation l Performance-Based Bonuses l Paid Training Program l Group Benefits Plan l Promote-from-within Policy l Vacation Policy l State-of-the-Art Equipment and Tools l Exposure to Cutting Edge Technology l