Dispatcher/Scheduler

AFL; Surrey; On-site; CAD 50,000 - 65,000; Full time

Job summary

A leading telecommunications company, America Fujikura Limited (AFL), is seeking a dedicated Dispatcher/Scheduler to manage the dispatching of field technicians efficiently. In this dynamic role, you will ensure customer satisfaction through effective communication and organization. Successful candidates will have a passion for customer service and possess strong analytical and multitasking abilities. Join AFL and become part of a team that values innovation and excellence in service delivery.

Benefits

Paid annual vacation

Access to medical, dental, vision

Annual merit increases

Professional development opportunities

RRSP matching contribution up to 4%

Supportive and diverse team environment

Qualifications

• 1 year previous experience in customer service or call center.
• Ability to handle high volume calls effectively.
• Experience with scheduling software is an asset.

Responsibilities

• Dispatch field technicians based on customer requests.
• Handle inbound and outbound calls ensuring customer satisfaction.
• Create reports for dispatch for internal use.

Skills

Customer service

Communication

Problem Solving

Multitasking

Analytical Thinking

Education

High school diploma or equivalent

Experience in a call center environment

Previous experience in dispatch or similar role

Tools

Microsoft Outlook

Microsoft Excel

ClickSoftware

Job description

Join Our Team as a Dispatcher / Scheduler at America Fujikura Limited (AFL)

Location : Surrey or Calgary

Are you ready to take your career to the next level with a leading company in the telecommunications industry America Fujikura Limited (AFL) is on the hunt for dynamic customer-focused Dispatcher / Scheduler to join our Canadian Operations.

What Youll Do :

Under the direction of the Dispatch Manager the Dispatcher / Scheduler is responsible for dispatching field-based technicians professionally efficiently and with a high degree of quality.

In addition the incumbent handles call from AFLs clients dispatchers clients and technicians to facilitate the efficient completion of work and satisfy customer requirements.

Dispatch field technicians upon customer request (per Service Level Agreement).

Ensure all calls and emails are addressed and all appointments are completed on a daily basis.

Monitor daily workload in assigned geographical areas to ensure customers requirements are met.

Assess daily workload and determine if any adjustments to the location of on shift techs is required including contacting technicians to update any changes or to assist with additional work to cover absent techs or high work volume

Handle high volume of inbound and outbound calls with clients customers and technicians ensuring an exceptional customer service experience with every interaction

Maintain and address email requests from client and field.

Create reports for the AFL dispatch (End of Day Report) for internal use and for billing purposes.

Help build and maintain positive relations within the team.

Protect organizations values by keeping information confidential.

Perform other administrative and miscellaneous duties as requested directed or assigned.

Enhance organizational reputation by accepting ownership for accomplishing requests and exploring opportunities to add value to job accomplishment; and

Adhere to and promote the environmental health & safety policies of AFL.

Personal Qualities :

Flexible open to change & new information and rapidly adapts to changing conditions or unexpected obstacles

Detail oriented excellent attention to detail with the ability to follow through on assigned tasks

Independent - ability to work well under limited supervision

Analytical Thinking / Problem Solving -capable of complex reasoning analysis

Results focused driven to achieve

Interpersonal skills able to collaborate on projects maintain effective relationships and communicate clearly at all levels of the business

Adaptability - capable of working in a fast-paced environment adapt to various situations and prioritize multiple work assignments simultaneously

Team Player skills - Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times

What we are looking for :

1 years previous experience in customer service or a high-volume call center environment

Previous experience with a dispatch or similar role an asset

Ability to effectively handle both favorable and unfavorable customer and field employee interactions

Experience building relationships and providing a first-class approach to customer service

Ability to effectively multitask

Strong computer skills including proficiency in Microsoft Outlook Excel and Word

Previous experience with ClickSoftware or similar scheduling software an asset

Strong interpersonal skills with written and verbal fluency in English

Working Conditions :

This position is based out of either our Calgary office or the Surrey office. Training for the first 3 weeks will be in office then transitions to remote schedule after successful completion of the training. period.

Shift work including 4x10 shift schedules and start times may vary; including starting as early as 6 : 0AM until 4 : 00PM or 10 : 00PM to 8 : 00PM (10 hour working shifts) Wednesday to Saturday and Sunday to Wednesday shifts may change in the future based on business needs.

Why AFL AFL is a global leader in the telecommunications industry providing cutting-edge network technology and solutions to customers around the world. At AFL were committed to diversity and inclusion recognizing that our team members unique contributions help us provide superior service and create better solutions. We provide best-in-class training to ensure you have everything you need to succeed and grow.

Hourly wage up to 4% RRSP matching contribution.

Paid annual vacation

Access to medical dental vision and health and extended health

Access to EFAP (Employe Family Assistance Program)

Annual merit increases

Excellent on the job training and professional development opportunities

A supportive and diverse team environment

Opportunity to work in a dynamic rapidly changing industry.

Ready to Join Us If youre passionate about customer service technology and telecommunications we want to hear from you! AFL offers you the chance to grow your career with a leader in the field while being part of a team that values innovation safety and continuous learning.

We welcome diversity and encourage individuals of all backgrounds to apply!

We provide reasonable accommodations for individuals with disabilities. If you need accommodations during the application process contact . We are an equal opportunity employer and value diversity not discriminating based on race religion color national origin gender sexual orientation age marital status veteran status or disability

Key Skills

Employee Orientation,Operational Risk Management,Primavera,Computer Skills,Primavera P6,Medical office experience,Medical Terminology,Schedule Management,Production Planning,Microsoft Project,Medical Scheduling,Phone Etiquette

Employment Type : Full-Time

Department / Functional Area : Customer Service

Experience : years

Vacancy : 1

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