Service Dispatcher

Bring your strong administrative experience and superior organizational skills to this challenging position!  

Responsibilities: 

• Managing service calls for technicians throughout the Province for a multitude of clients  

• Manage different client portals to track, update, and close tickets  

• Receive requests in electronic systems, analyze and delegate requests to technicians  

• Responsible for quality assurance on each ticket to ensure that we have met our client needs  

• Responsible for troubleshooting tickets that are not yet completed and put a plan to action them  

• Reconciliate each ticket to ensure 100% accuracy before closing to ensure accurate billing of services to the client 

• Maintain client records in company database  

• Act a liaison between our clients and technician teams to give updates regarding open tickets  

• Ensure all Incidents and service requests are logged, monitored, and tracked using the call management system 

• Ensure all incidents and service requests are escalated to internal support teams or external service providers via the Call Management System 

• Ensure regular feedback is provided to customers regarding Incident and service request status 

• Customer complaints are fully addressed and escalated when required 

• Receiving and forwarding calls from online phone system to company departments 

• Understanding manufacturer warranty programs to manage claims and order parts 

• Addresses any client issues and/or provides resolution to problems that are within the scope of work or will, otherwise, engage management for help 

• Manages technician routes using established workforce management system to ensure customer commitments are met 

• Interprets data from the established workforce management system to identify current and potential scheduling problems 

• Participates in feedback sessions with management to improve service level performance for clients  

Skills Required:  

• Exceptional communication and customer service skills 

• Able to multi-task and work in a fast-paced environment  

• Ability to adjust to rapidly changing priorities within the course of a day  

• Outstanding time management & organizational skills  

• Self-motivated and responsible, ability to make decisions on the fly  

• Excellent and accurate verbal and written communication skills  

• Be energetic and self-motivated to work independently, while being part of a winning team  

• Ability to deal with ambiguity  

• Must have high attention to detail  

Qualifications and Requirements: 

• Post-secondary education  

• A Bachelor’s degree in a related field is considered an asset  

• Dispatching experience is an asset  

• Previous administrative or ticketing-related experience is desired  

• Must be familiar with MS Office applications (i.e. Outlook, Excel and Word)  

• Advanced MS Excel experience is required  

• Experience with ERP or CRM tools  

• Experience working with online databases is an asset  

• 1-2 years of strong telephone and customer service experience is considered an asset  

• Preference may be given to candidates with any of the following: 

• A typing speed of 50 words per minute or greater 

• Experience working in a demanding environment with strict timelines 

• Experience working in an office and team setting 

• Experience in records management or filing 

• Experience in emergency response or dispatch