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 Ainsworth team today!

 

Position Summary:

 

This position provides a high level of customer service support to meet internal and external customer requirements. Coordinating the completion of service work, this role works collaboratively with team members to ensure the administration of multiple back-office processes and ensures the service delivery cycle flows accordingly and client requirements are met. The Coordinator fully supports the Service Team and provides field technicians with the necessary tools and information required to deliver on the expectations of our clients.

 

Responsibilities

 

  • Coordinate the completion of scheduled and unscheduled service, maintenance, and quoted work through field technicians and sub-contractors to meet service quality and responsiveness targets.
  • Receive service requests and book in service calls; providing callers with time estimates and preparing work orders in database system.
  • Provide courteous, accurate, and prompt customer service, working to ensure customer satisfaction levels remain high and field staff are supported.
  • Keep internal and external stakeholders updated on changes in work, as required, and conduct regular follow up on outstanding jobs, providing status updates, as necessary.
  • Order parts and materials, as specified by technical or estimating staff, ensuring detail and accuracy is maintained and keeping ETA statuses up to date in electronic work order system.
  • Assist with arranging deliveries of materials, tools, and equipment, as necessary.
  • Manage technician sign in and sign out protocols.
  • Update 3rd party portals with work statuses, as required.
  • Follow up with internal and external parties when additional information is required, including documentation of service work performed.
  • Maintain “on-call” rotation schedule, ensuring field staff and answering service are aware of schedule.
  • Issue purchase order numbers to field staff and suppliers.
  • Ensure any and all job documentation is completed and that company systems are maintained.
  • Provide general support and backup, as required, to ensure all work is completed in a professional and efficient manner.
  • Other duties as assigned

 

Qualifications

 

  • Post-secondary education in a related area of study or equivalent experience preferred.
  • Related experience working in dispatch or the mechanical trades preferred.
  • Demonstrated ability to meet deadlines and prioritize a heavy workload.
  • A proven systematic and organized approach to multi-tasking
  • Demonstrates an ability to work independently to complete assigned tasks with minimum supervision
  • Ability to work under time constraints and adapt to change.
  • Working knowledge of related computer applications, including the Microsoft Office Suite of programs (Word, Excel, PowerPoint) and Lotus Notes
  • Service and customer orientated – Actively looking to help people. Anticipates and works to understand and meet customer needs in a helpful way. Takes personal responsibility to correct customer’s problems. Corrects customer service problems promptly and non-defensively.
  • Team Focus - Capable of building relationships at all levels within the organization and with customers. Contributes towards team goal by working cooperatively with others, also gets people’s input to decisions/plans, and promotes team spirit. Shares all relevant and useful information. Keeps people informed and up-to-date about the group process.
  • Ability to organize information & schedules in a structured and logical way that is most productive for the technicians and customers.
  • Ability to communicate clearly and set expectations with internal and external personnel
  • Written communication is also imperative and the ability to document information and instructions so others understand the course of action taken/required.
  • Ability to identify problems proactively and take action
  • Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Monitoring/Assessing performance of your team to make improvements or take corrective action.
  • Time Management skills and understanding what is required to complete/resolve various service and maintenance activities.

 

Schedule: Full Time

Shift: N/A

Length of Contract: N/A

Work Location: Vancouver, BC

Travel Requirements: N/A

 

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

Ainsworth 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.

Ainsworth 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.

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