Service Coordinator

Description

• Handle customer service requests using strong interpersonal skills and a customer focus.
• Adhere to the Company’s Quality System operating procedures.
• Provide assistance to field personnel if needed.
• Provides support and backup for other administrative/inside sales duties as requested.
• 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.
• Assist in the growth of other Call Centre agents by sharing both job knowledge and expertise.
• Champions a high performance leading to enhanced customer interface satisfaction.
• Interface with customers and other departments as necessary to ensure successful completion of service.
• Initiate, change and/or revise scheduling and dispatch processes to ensure customer satisfaction with call scheduling and responsiveness is always a top priority
• Management of trades and subs to DNE guidelines
• Develop schedules for field service personnel, in conjunction with management, taking in to account work order priorities, due dates, time required, location, skills required, work load and urgency.
• 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.
• Data Entry to Customer Web Portals
• Assist clients with technical support when possible.
• Adhere to all company policies and procedures.
• 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.
• Distribute work orders to field service personnel ensuring that appropriate systems are updated and individuals informed when work orders are completed.

Requirements

• 3-5 years of experience as a Dispatcher in the Mechanical, Plumbing, or HVAC is required.
• Experience with national accounts is an asset
• Ability to follow and perform to customer guidelines
• Proficiency with MS Office applications; Excel is essential.
• Demonstrated coordination, organizational, and interpersonal skills.
• Knowledge of basic HVAC repair estimates is an asset.
• Attention to detail and multi -tasking
• Ability to exercise independent judgment and take initiative.
• Excellent verbal and written communication skills
• Excellent customer service skills.
• Ability to work effectively under pressure.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance