Service Coordinator

Ainsworth Inc; Surrey; On-site; CAD 55,000 - 70,000; Full time

Benefits offered by this job

Comprehensive health, dental, and medical benefits

In-house training and development opportunities

Employee performance-based bonus program

Hybrid working models

Peer recognition and Employee Discounts

Job summary

A multi-trade service provider in the Metro Vancouver area seeks a Service Coordinator/Dispatcher to be the main contact point for customers. Responsibilities include troubleshooting, scheduling field service work, and managing customer service requests. Candidates should have 3-5 years of dispatch experience in Mechanical, Plumbing, or HVAC, along with excellent communication and customer service skills. This is a full-time role offering a competitive salary and comprehensive benefits.

Qualifications

• 3-5 years of experience as a Dispatcher in Mechanical, Plumbing, or HVAC required.
• Ability to follow and perform to customer guidelines.
• Ability to exercise independent judgment and take initiative.

Responsibilities

• Assist clients with technical support when possible.
• Distribute work orders to field service personnel effectively.
• Initiate and revise scheduling and dispatching processes.

Skills

Excellent customer service skills

Excellent verbal and written communication skills

Attention to detail and multi-tasking

Proficiency with MS Office applications; Excel

Demonstrated coordination, organizational, and interpersonal skills

Education

Graduate from a career college

Job description

If you thrive in a team-oriented workplace that challenges your skills, drives your career development, embraces diversity, rewards innovation, and offers competitive pay and great employee programs, join the GDI Ainsworth team today!

Job 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. If assistance cannot be provided, the individual will efficiently schedule service work, clearly inform field personnel of the task, and ensure they 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.

Key Responsibilities

• Assist clients with technical support when possible.
• Distribute work orders to field service personnel ensuring that appropriate systems are updated and individuals informed when work orders are completed.
• Develop schedules for field service personnel, in conjunction with management, taking into account work order priorities, due dates, time required, location, skills required, workload and urgency.
• Provide assistance to field personnel if needed.
• Interface with customers and other departments as necessary to ensure successful completion of service.
• Assist in the growth of other Call Centre agents by sharing both job knowledge and expertise.
• Handle customer service requests using strong interpersonal skills and a customer focus.
• Collect field service timecards and completed work order sheets, ensuring tech accuracy of completed notes and recommendations.
• 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.
• Champion 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.

Qualifications

• 3-5 years of experience as a Dispatcher in the Mechanical, Plumbing, or HVAC 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.

Salary: $55,000 – $70,000

Why work at GDI Ainsworth?

GDI Ainsworth is growing at an unprecedented rate and to help attract and retain top talent, we provide benefits on your first day with us. We offer a wide variety of benefits (for full-time, permanent positions positions) including the following:

• Benefits: Comprehensive health, dental and medical benefits, including wellness supports, RSP matching and generous vacation.
• Growth: In-house training and development, access to LinkedIn Learning and other professional development opportunities, Employee performance-based bonus program, where applicable.
• Rewards: Service milestones and peer recognition plus Employee Discounts and Incentives.
• Flexibility: Hybrid working models, where applicable.
• Diversity: An inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within the company.

While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.

GDI Ainsworth 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.

GDI Ainsworth is an integrated multi-trade company, offering an 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.