POSITION SUMMARY

The purpose of the Dispatcher role at Lakeside Gas Services is to support scheduling and communication for our field operators by providing exemplary skills in communication, logistics, and multitasking.

EDUCATION AND EXPERINCE REQUIREMENT

• Must have obtained an Ontario high school diploma or equivalent.
• Asset to have obtained post-secondary diploma in Business Administration or Emergency Telecommunications or equivalent combination of education and experience.
• 2-3 years Dispatch and/or Customer Service experience. Experience in Service Dispatching is an asset.
• Be available to work public holidays if the day falls on your scheduled shift.
• Exceptional computer skills (MS Office, Intermediate Excel).

ADDITIONAL REQUIREMENTS

• Be available to work public holidays if the day falls on your scheduled shift.
• Flexibility is key – applicants must be open to working voluntary/mandatory extra hours, willing to work at a fast pace, open to working evening shifts and adapt to changing schedules as required due to business operational needs.
• Ability to operate a computer and learn a variety of software related to job duties.
• Ability to work independently and in a team environment, demonstrate resourcefulness, and conflict resolution skills.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

The primary responsibilities for this position include, but NOT limited to the following –

• Receive and process requests for residential/commercial service and schedule Technicians as appropriate.
• Process and transmit information and instructions to co-ordinate the activities of Technicians using a variety of computer-aided communications and dispatching programs.
• Maintain familiarity with Lakeside’s service agreements to ensure rapid resolution when customers are experiencing problems.
• Dispatch service calls in a timely manner to meet service level agreements and customer expectations.
• Dispatch personnel according to predetermined schedules and work orders, or as required due to emergency situations.
• Ensure that all calls are coded out prior to the end of assigned date in order to eliminate/reduce calls on the Daily Coding Report.
• Follow-up with Technicians as result of the Daily Coding Report; determine the cause (why call was not coded).
• Monitor Technicians assignments and locations to ensure that appointments are being met.
• Be proactive and make outbound phone calls to generate more work for Technicians.
• Identify and report potential/areas of improvement of field staff to Supervisor/Team Lead.
• Cooperate in the scheduling and task delegation of team members to ensure appropriate level of dispatch coverage.
• Maintain workload at optimal productivity levels to improve operational efficiency.
• Participate as needed, in special adhoc department projects and meetings.
• Perform other duties as assigned.