Dispatcher – Installation Technician

at  Xplore Inc

Position Overview:*
We are looking for a Dispatcher – Installation Technicians to be located in either our Fredericton or Woodstock NB, Calgary, AB, and or Cornwall, ON office. Reporting to the Manager, Workforce & Capacity Planning this role will be responsible for supporting a team of Installation Technicians by contacting customers, establishing appointment times, and responding to incoming changes to scheduling. This role requires flexibility to work evenings.

• Monitor the appointment/dispatch board; confirm and move calls when necessary
• Ensure technicians are efficiently routed and dispatched to the appropriate calls
• Pulling calls forward to ensure technicians’ days are full
• Provide administrative support for installation technicians and management of urgent issues as they arise
• Aid and provide support to cross-functional departments
• Answer incoming customer calls and update call logs, call records, and other important documentation
• Make customer calls in order to schedule/reschedule appointments for new installations or service work
• Ensure installation technicians have the proper instructions and information required to perform their duties
• Prioritize and organize calls according to urgency
• Work closely with other frontline managers to address quality of service issues
• Identify scheduling challenges and work with department managers to find solutions