Service Support Specialist

Call Center/ Dispatch Services / Centre D’appel Dartmouth, Canada


Position at Ainsworth

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!

Job Summary

This position provides a high level of customer service support to external customers as well as scheduling and dispatching internal technical field staff. The Service Support Specialist ensures field staff have the required information to perform work and process completed work orders through to pre- billing stage. 

Key Responsibilities 

  • Professionally answer phones within specified response time targets, and accurately document customer requests for service in service management system and follow all steps to completion. 
  • Prioritize and dispatch work orders to field service personnel in order to complete scheduled and unscheduled demand service work to meet service quality and responsiveness targets with multiple  deadlines and seasonal peaks. 
  • Determine if there is additional work to be completed while technician is at the customers premises.
  • Interface with customers and other departments as necessary to ensure successful completion of service and resolution of service issues identified throughout the service delivery process, on the spot troubleshooting and problem solving.
  • Liaising with customers to provide updates of work. Adjust communication style to accommodate customer's needs, including updating customer's service portals.
  • Directing and supporting field staff. Follow up with technicians when additional information is required, including documentation of service work performed. Follow through to completion.
  • Timely work order review prior to submission for costing and billing. Verify parts noted on work order are accounted for. Ensure spelling and grammar are correct. Updating customer portals, sending completed work orders to customers, understanding the financial effect of the process. 
  • Adhere to all company policies and procedures.
  • Perform all job functions in a safe and healthful manner, abiding by and in accordance with all applicable Health, Safety and Environmental company policies and government legislation/regulations.

Education and Experience  

  • 2 years relevant experience in a related environment. Knowledge of HVAC or other mechanical industries an asset.  
  • Accounting experience, knowledge of accounting software.  
  • Proficient computer skills  
  • Proven ability to communicate effectively with a diverse group of internal and  
  • external individuals.  
  • Proven systematic and organized approach to multi-tasking
  • Demonstrates ability to work independently to complete assigned tasks with minimum supervision.  
  • Good command of the English language both written and oral. Grammar and spelling are essential. French as a second language would be an asset.  
  • Demonstrated ability to meet deadlines and prioritize a heavy workload. 

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 an 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.