POSITION SUMMARY:

The Service Coordinator/Dispatcher is the initial point of contact between the customer and field personnel. Receiving calls by telephone, the Service Coordinator/Dispatcher will troubleshoot to identify the cause of the customer’s concern, and if possible, provide technical support. In the event that the Service Coordinator/Dispatcher is unable to provide assistance, the individual will efficiently schedule service work, clearly inform field personnel of the servicing work to be done, and ensure field personnel have the required information to perform the work. The Service Coordinator/Dispatcher will also record accurately and in detail all work performed by field personnel, including the outcome.

QUALIFICATIONS:

• 1-2 years of experience as a Dispatcher is required.
• Experience with national accounts is an asset
• Data Entry to Customer Web Portals
• Ability to follow and perform to customer guidelines
• Management of trades and subs to DNE guidelines
• Excellent customer service skills.
• Excellent verbal and written communication skills
• Attention to detail and multi -tasking
• Proficiency with MS Office applications; Excel is essential.
• Ability to exercise independent judgment and take initiative.
• Ability to work effectively under pressure.
• Graduate from a career college an asset.
• Demonstrated coordination, organizational, and interpersonal skills.
  While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.
  Ainsworth (a GDI company) 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 (a GDI company) is an integrated multi-trade company, offering 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.
  

  LI-Hybri

• Professionally answer phones within specified response time targets, and accurately document customer requests for service in service management system.
• Prioritize and dispatch work orders to field service personnel in order to complete scheduled and unscheduled demand service work to meet service quality and responsiveness targets.
• Distribute work orders to field service personnel ensuring that appropriate Customer Portals are updated and individuals informed when work orders are completed.
• Follow up with customers and technicians when additional information is required, including documentation of service work performed.
• Log field service procurement card purchases daily to ensure all purchases are properly recorded in JDE.
• Create Purchase Orders for purchases related to Work Orders.
• 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.
• Provide assistance to field personnel if needed
• Interface with customers and other departments as necessary to ensure successful completion of service.
• Handle customer service requests using strong interpersonal skills and a customer focus.
• Verify and process field personnel payroll.
• 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.
• Initiate, change and/or revise scheduling and dispatch processes to ensure customer satisfaction with call scheduling and responsiveness is always a top priority
• 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.
• Champions a high performance leading to enhanced customer interface satisfaction.
• Adhere to all company policies and procedures.
• 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.
• Adhere to the Company’s Quality System operating procedures.
• Perform other duties as assigned by Management.
• Provides support and backup for other administrative/inside sales duties as requested.
• Knowledge of basic HVAC repair estimates is an asset.