Customer Service/Service Dispatch Agent

Precise ParkLink; Canada; Hybrid; CAD 29,000 - 34,000; Full time

Job summary

Precise ParkLink in Canada is seeking a Customer Service / Service Dispatch Agent to coordinate field service activities, dispatch technicians, monitor service requests, and support parking equipment operations. The role serves as the main communication hub between customers, internal teams, field technicians, and operations.

You will assess requests, set priorities, assign work, and follow calls through to resolution, with bilingual English/French support during peak periods.

Qualifications

• Minimum two years of experience in dispatch, customer service, field service coordination, or related operational role.
• Ability to prioritize multiple service calls in a fast-paced environment.
• Fluency in English and French is required.
• Proficiency with dispatch, ticketing, work-order, field service, fleet-monitoring, or CRM systems is an asset.

Responsibilities

• Field Service Dispatch and Coordination
• Service Request Assessment and prioritization
• Technician Dispatch and communication
• Service Call Monitoring and escalation
• After-Hours Coordination and on-call support
• Schedule and Resource Coordination
• Ticket creation and documentation
• Customer and Internal Communication
• Inbound Call Overflow handling
• Operational Monitoring and incident response

Skills

Dispatch coordination

Prioritization

Communication

Customer service

Bilingual English/French

Problem solving

Time management

Tools

Microsoft Office

Job description

As Canada’s parking and mobility industry leader, Precise ParkLink is a nationwide managed services and technology firm with more than 1,000 employees across Canada, a head office in Toronto, and 18 supporting offices across the country.

Precise ParkLink manages thousands of parking facilities on behalf of hundreds of property owners. We provide advanced parking technology and services to clients in the healthcare, municipal, commercial, institutional, and private sectors.

Job Summary:

The Customer Service / Service Dispatch Agent is responsible for coordinating field service activities, dispatching technicians, monitoring active service requests, and supporting the effective operation of parking equipment and facilities.

The role serves as a central point of communication between customers, internal departments, field technicians, and operational teams. The successful candidate will assess incoming service requests, determine urgency, assign work to the appropriate technician, and follow service calls through to completion.

During periods of higher customer-service demand, the Service Dispatcher will also assist with inbound call overflow and provide support to customers in both English and French.

This position is part of a 24/7 operation and requires regular overnight, weekend, and holiday availability.

Location: 90 Floral Parkway, North York, ON

Employment: Full-time

Compensation: $21 - $25 per hour

Shift: 07:00 – 16:00 (Wednesday to Sunday), On-Call

Key Responsibilities:

Field Service Dispatch and Coordination

Service Request Assessment:Review incoming service requests, equipment alarms, customer reports, and operational incidents to determine the appropriate response and priority.

Technician Dispatch:Assign service calls to field technicians based on location, availability, qualifications, workload, and the urgency of the issue.

Technician Communication:Provide technicians with accurate service-call information, including site details, equipment information, reported symptoms, access instructions, and customer contact information.

Service Call Monitoring:Track active service requests from assignment through arrival, diagnosis, resolution, escalation, or reassignment.

Priority Management:Identify urgent incidents affecting access, revenue collection, traffic flow, facility security, or customer safety and elevate them according to established procedures.

After-Hours Coordination:Coordinate overnight emergency and after-hours service requirements with on-call technicians, supervisors, contractors, and internal support teams.

Schedule Coordination:Assist with organizing technician schedules, planned maintenance visits, return visits, and outstanding service calls.

Resource Coordination:Help ensure technicians have the information, documentation, parts requirements, equipment details, and site-access instructions necessary to complete assigned work.

Service Call Documentation

Ticket Creation:Create complete and accurate service tickets using the designated field service and customer support systems.

Information Verification:Confirm important details such as the site location, equipment number, reported issue, customer contact, access requirements, and operational impact.

Status Updates:Maintain current service-call statuses, technician assignments, arrival information, work progress, resolution details, and follow-up requirements.

Closure Review:Review technician notes and service outcomes to confirm that service calls contain sufficient information before closure or further escalation.

Shift Handover:Prepare clear handover notes for unresolved, high-priority, or follow-up service calls requiring attention from the next shift.

Reporting:Maintain dispatch logs and assist with reports related to service volumes, response times, outstanding calls, escalations, and technician activity.

Customer and Internal Communication

Customer Updates:Provide customers and site representatives with professional updates regarding technician assignment, service status, delays, and next steps.

Internal Coordination:Communicate with Field Service, Customer Service, Monitoring, Information Technology, Production, and other departments when additional support is required.

Escalation Management:Escalate unresolved, recurring, safety-related, or high-impact issues to the appropriate supervisor or technical team.

Expectation Management:Clearly communicate realistic response expectations while avoiding unsupported commitments regarding technician arrival or resolution times.

Customer Service Call Overflow

Inbound Call Support:Assist with customer-service calls during periods of high call volume or limited overnight coverage.

Customer Inquiries:Respond to general questions regarding parking access, permits, payments, equipment issues, andparking-facilityoperations.

Real-Time Assistance:Support customers experiencing issues with gates, access-control equipment, pay-on-foot machines, or pay-and-display machines.

Call Documentation:Accurately record customer interactions, actions taken, troubleshooting completed, and any required follow-up.

Call Routing:Transfer or escalation requests to the appropriate department when they fall outside the dispatcher’s authority or technical scope.

Operational Monitoring

Equipment Alerts:Review equipment alarms and system notifications that may require technician attendance or operational intervention.

Company Vehicle Monitoring:Monitor field-service vehicle activity where required to support safe and efficient technician deployment.

Incident Response:Initiate service calls in response to equipment failures, access issues, communication outages, or other operational incidents.

Recurring Issue Identification:Recognize repeat equipment failures or site concerns and bring them to the attention of supervisors for further review.

Skills and Qualifications:

Dispatch and Operational Skills

Strong ability to prioritize multiple service calls in a fast-paced environment.

Sound judgment when assessing urgency, operational impact, and escalation requirements.

Strong organizational, coordination, and follow-up skills.

Ability to communicate clear and accurate instructions to field technicians.

Ability to remain calm and professional during urgent or high-pressure situations.

Strong attention to detail when entering and updating service-call information.

Ability to work independently during overnight shifts while following established procedures.

Ability to maintain confidentiality when handling customer, employee, and company information.

Communication and Customer Service Skills

Fluency in both English and French is required.

Excellent telephone etiquette and written communication skills.

Ability to communicate professionally with customers, technicians, supervisors, and internal departments.

Strong problem-solving and conflict-resolution skills.

Ability to manage customer expectations and provide clear service updates.

Customer-focused approach with the ability to remain composed during difficult interactions.

Technical Proficiency

Proficiency in Microsoft Office applications.

Strong computer navigation, data-entry, and keyboarding skills.

Minimum typing speed of 30 words per minute.

Experience using dispatch, ticketing, work-order, field service, fleet-monitoring, or customer relationship management systems is an asset.

Ability to interpret equipment alarms, service histories, technician notes, maps, site information, and basic technical documentation.

Familiarity with parking equipment, access-control systems, payment terminals, networking, or technical field service is an asset.

Understanding of AI-driven customer-service and operational-support tools, including chatbots, automated call handling, service-ticket summaries, and AI-generated operational insights.

Experience Requirements

Minimum two years of experience in dispatch, customer service, field service coordination, technical support, monitoring, or a related operational role.

Previous experience dispatching technicians, coordinating mobile employees, or managing service calls isstronglypreferred.

Experience working in a 24/7 service, transportation, parking, security, property management, telecommunications, or technical support environment is an asset.

Experience supporting customers in both English and French is required.

Key Attributes:

Decisive:Able to assess information quickly and determine the appropriate response.

Accountable:Takes ownership of assigned service calls and follows them through to resolution, handover, or escalation.

Organized:Maintains accurate records while managing several active requests at the same time.

Collaborative:Works effective with technicians, customers, supervisors, internal support teams.

Adaptable:Responds effectively to changing priorities, emergencies, technician availability, and service demands.

Customer-Focused:Balances operational requirements with professional and empathetic customer support.

Technically Curious:Demonstrates an interest in understanding equipment, systems, service procedures, and operational technology.

Working Conditions:

Work Environment:Primarily an office-based dispatch and monitoring environment, with occasional site visits or operational training as required.

Schedule:Full-time position from 07:00 to 16:00. The schedule includes days, weekend, and statutory holidays, as applicable, and On-Call Scheduled shift.

Operational Demands:The role involves extended computer and telephone use, management of multiple active service requests, and responding to urgent operational incidents in real time.

Precise ParkLink is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environments. We will accommodate the needs of applicants under the Human Rights Code and Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment process. Please advise the Resource Department to ensure your accessibility needs are accommodated throughout the process.