Service Dispatcher
Location: Remote - Canada Wide
Opportunity at Microserve
Position Summary
Microserve is looking for a Service Dispatcher to join our team. This role can be performed anywhere in Canada. The successful candidate must be able to excel in a highly fast‑paced environment, adjust to last minute changes, and communicate effectively. They also must be able to work individually and as part of a team. If you have proven skills managing high volumes of work and a demonstrated ability to prioritize and organize objectives to meet deadlines, you will be successful in this role.
The Service Dispatcher will be responsible for coordinating the service calls of service technicians and act as the first point of contact for various clients. They also must ensure 100% accuracy and completion of tickets as per each client’s service level and billing agreements.
This role requires someone with great interpersonal skills and professionalism when dealing with our clients, internal teams, and our field technicians. The successful candidate must have the ability to maintain professional behavior under pressure in person, through email communication, and on the telephone. The successful candidate will also need to possess exceptional customer service, strong computer skills, and data entry.
Bring your strong administrative experience and superior organizational skills to this challenging position!
Responsibilities
- Managing service calls for technicians throughout the province for a multitude of clients
- Managing different client portals to track, update, and close tickets
- Receiving requests in electronic systems, analyzing and delegating requests to technicians
- Responsible for quality assurance on each ticket to ensure client needs are met
- Responsible for troubleshooting tickets that are not yet completed and putting a plan into action
- Reconciliating each ticket to ensure 100% accuracy before closing for accurate billing of services to the client
- Maintaining client records in the company database
- Acting as a liaison between our clients and technician teams to give updates regarding open tickets
- Ensuring all incidents and service requests are logged, monitored, and tracked using the call management system
- Ensuring all incidents and service requests are escalated to internal support teams or external service providers via the Call Management System
- Ensuring regular feedback is provided to customers regarding incident and service request status
- Addressing customer complaints fully and escalating when required
- Receiving and forwarding calls from online phone system to company departments
- Understanding manufacturer warranty programs to manage claims and order parts
- Addressing any client issues and/or providing resolution to problems that are within the scope of work or otherwise engaging management for help
- Managing technician routes using the established workforce management system to ensure customer commitments are met
- Interpreting data from the established workforce management system to identify current and potential scheduling problems
- Participating in feedback sessions with management to improve service level performance for clients
Skills Required
- Exceptional communication and customer service skills
- Able to multi‑task and work in a fast‑paced environment
- Ability to adjust to rapidly changing priorities within the course of a day
- Outstanding time management and organizational skills
- Self‑motivated and responsible, ability to make decisions on the fly
- Excellent and accurate verbal and written communication skills
- Energetic and self‑motivated to work independently, while being part of a winning team
- Ability to deal with ambiguity
- High attention to detail
Qualifications and Requirements
- Bachelor’s degree in a related field is an asset
- Dispatching experience is an asset
- Previous administrative or ticketing‑related experience is desired
- Familiarity with MS Office applications (Outlook, Excel, Word)
- Advanced MS Excel experience is required
- Experience with ERP or CRM tools
- Experience working with online databases is an asset
- 1–2 years of strong telephone and customer service experience is an asset
- Preference may be given to candidates with a typing speed of 50 words per minute or greater
- Experience working in a demanding environment with strict timelines
- Experience working in an office and team setting
- Experience in records management or filing
- Experience in emergency response or dispatch
Compensation and Benefits
- In accordance with the BC Pay Transparency Act the range for this role for BC residents is $18 - $24 per hour.
- Paid vacations
- Additional 5 personal days
- Paid sick days
- Extended Medical and Dental plan from day one
About Us
At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Victoria, Calgary, and Edmonton, we employ over 450 team members, and are one of the largest technology solutions providers, recognized for our ability to deliver and innovate to meet the changing needs of our clients.