Service Coordinator

Call Center/ Dispatch Services / Centre D’appel Ottawa, Ontario


Description

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!

Responsibilities

  • Monitor daily workload of all service requests to ensure the suppliers have the appropriate level of work assigned to them for completion/resolution
  • Receiving calls or electronic mail requests from customers for various reasons related to service, maintenance, billing, daily operations
  • Create work orders for requests on all incoming calls, e-mails and complete calls
  • Follow up on work orders in progress and ensure customers satisfaction
  • Strong understanding as to how to prioritize call types and raise visibility or escalations when necessary
  • Responsible for following up on quotes as required and once approved, are done in timely manner
  • Ensure maintenances are done within 45 days from the month they are created
  • Daily monitoring of all work in progress
  • Responsible for scheduling of preventive maintenances in advance and confirming dates with the customer
  • Responsible for providing follow up and supportive documentation for preventative maintenances and services as completed by the field technicians, including the monitoring of timely completion of all dispatched work
  • Ability to manage constantly changing priorities and adapt to business needs and requirements
  • Assist co-workers with day to day operations and set up schedules
  • Reconciling of all invoices received from Suppliers
  • Includes administrative support for call centre on a regular basis as directed

Qualifications

  • 3-5+ years dispatch experience in service
  • Must be Bilingual – English and French (written and spoken)
  • Service and customer orientated – Actively looking to help people
  • Ability to organize information & schedules in a structured and logical way
  • 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
  • Active Listening – giving full attention to what other people are saying, taking time to clarify and understand the points being made, asking questions as appropriate
  • Job requires being reliable, responsible, and dependable, and fulfilling obligations.
  • Attention to Detail – Job requires being careful about detail and thorough in completing work tasks.
  • Self-Control – Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations


Availability

Available to work anytime between 7:00 a.m. and 7:00 p.m. Monday to Friday.

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.