Service Operations Coordinator

Collage; Toronto; On-site; CAD 50,000 - 60,000; Full time

Job summary

Canadian Water Savings and American Water Savings in Toronto, Ontario, are seeking a Service Operations Coordinator to manage service appointments, dispatch technicians, and oversee work orders across Canada and the United States. This in-office role emphasizes clear communication, problem-solving, and ownership from start to finish.

You will coordinate scheduling, liaise with customers and vendors, and drive operational efficiency in a fast-paced environment.

Qualifications

• Minimum 3 years of experience in service coordination, dispatching, scheduling, operations administration, or a related role.
• Minimum 2 years of customer service experience, preferably B2B.
• Strong organizational and time-management skills, with the ability to manage multiple priorities and deadlines.
• Excellent written and verbal communication skills.
• Experience using CRM systems, scheduling software, dispatch platforms, or work order management tools.
• Proficiency in Microsoft Office, including Outlook, Excel, and Word.

Responsibilities

• Coordinate and schedule installations, calibrations, maintenance appointments, service calls, and follow-up visits.
• Dispatch plumbing technicians and subcontractors across multiple locations in Canada and the United States.
• Manage technician availability, scheduling changes, service priorities, and appointment confirmations.
• Optimize scheduling to support operational efficiency, minimize delays, and maintain customer satisfaction.
• Monitor daily service schedules and proactively address conflicts or disruptions.
• Create, update, and monitor service work orders from initial request through completion.
• Coordinate with internal plumbers, external contractors, and vendors to confirm availability and ensure assignments are completed.

Skills

Organization

Customer service

Communication

Microsoft Office

CRM systems

Scheduling software

Tools

Outlook

Excel

Word

Scheduling platforms

Work order tools

Job description

Service Excellence (Operations/CE) Full Time Toronto, ON $50,000 - $60,000 CAD per year

Canadian Water Savings | American Water Savings
Location: Toronto, Ontario
Job Type: Full-Time, In-Office
Salary: $50,000–$60,000 per annum, based on experience and qualifications

Compensation

We offer a competitive annual salary of $50,000–$60,000, commensurate with the successful candidate's relevant experience, skills, and qualifications.

About Us

Canadian Water Savings and American Water Savings, part of the ONIT Group of Companies, are leaders in innovative water conservation and cost-reduction solutions for commercial businesses across North America.

As the exclusive Canadian distributor of SMART VALVE™, Canadian Water Savings helps businesses reduce water consumption, lower operating costs, and improve sustainability. Supported by the ONIT Group's extensive experience in energy and utility management, we are committed to delivering exceptional products, reliable service, and measurable results for our customers.

We are a growing, results-driven organization that values teamwork, accountability, initiative, and operational excellence.

The Opportunity

Are you highly organized, solutions-oriented, and someone who thrives in a fast-paced environment where no two days are the same?

We are looking for a proactive and customer-focused Service Operations Coordinator to join our Toronto team.

In this role, you will be responsible for coordinating service appointments, scheduling and dispatching plumbing technicians and subcontractors, managing work orders, and ensuring our customers receive timely, professional service.

You will be a key point of contact between customers, technicians, vendors, and internal teams, helping to keep daily operations running efficiently across Canada and the United States.

The ideal candidate is a strong communicator, an effective problem-solver, and someone who takes ownership of their responsibilities from beginning to end. You are comfortable managing competing priorities, navigating unexpected challenges, and finding practical solutions under pressure.

Experience in plumbing, HVAC, construction, facilities maintenance, or another trade-service environment would be a strong asset.

Key Responsibilities

Service Scheduling & Dispatch Coordination

• Coordinate and schedule installations, calibrations, maintenance appointments, service calls, and follow-up visits.
• Dispatch plumbing technicians and subcontractors across multiple locations in Canada and the United States.
• Manage technician availability, scheduling changes, service priorities, and appointment confirmations.
• Optimize scheduling to support operational efficiency, minimize delays, and maintain customer satisfaction.
• Monitor daily service schedules and proactively address conflicts or disruptions.

Customer Service & Communication

• Serve as a primary point of contact for customers regarding service appointments, installations, and follow-up requests.
• Provide professional, timely updates on service status, scheduling changes, and outstanding issues.
• Handle customer inquiries and concerns with patience, empathy, and a solutions-focused approach.
• De-escalate challenging situations and work collaboratively to achieve positive outcomes.
• Maintain strong relationships with customers, service providers, and internal stakeholders.
• Create, update, and monitor service work orders from initial request through completion.
• Coordinate with internal plumbers, external contractors, and vendors to confirm availability and ensure assignments are completed.
• Track outstanding service requests, technician updates, and follow-up actions.
• Troubleshoot routine service and installation issues remotely, escalating technical concerns when necessary.
• Ensure service records, customer information, and work order documentation are accurate and up to date.

Operational Support & Continuous Improvement

• Work closely with the Service Manager and operations team to support daily service delivery and after-sales activities.
• Identify scheduling bottlenecks, recurring service issues, and opportunities to improve processes.
• Maintain accurate reporting, service logs, and operational records.
• Assist with special projects, administrative activities, and occasional on-site operational support as required.
• Demonstrate accountability by following through on outstanding matters and ensuring timely resolution.

What We're Looking For

Required Qualifications

• Minimum 3 years of experience in service coordination, dispatching, scheduling, operations administration, or a related role.
• Minimum 2 years of customer service experience, preferably in a service-based or business-to-business environment.
• Strong organizational and time-management skills, with the ability to manage multiple priorities and deadlines.
• Excellent written and verbal communication skills.
• Demonstrated ability to handle challenging customer situations professionally and effectively.
• Strong problem-solving skills, sound judgment, and a proactive approach to resolving issues.
• Proficiency in Microsoft Office, including Outlook, Excel, and Word.
• Experience using CRM systems, scheduling software, dispatch platforms, or work order management tools.
• Ability to work independently while collaborating effectively with colleagues and external service providers.

Preferred Qualifications

• Experience in plumbing, HVAC, construction, property maintenance, facilities management, or another skilled-trade service industry.
• Previous experience coordinating technicians, subcontractors, or field service teams.
• Familiarity with commercial service operations, installations, and maintenance scheduling.
• Experience supporting operations across multiple cities, provinces, or states.

The Qualities That Will Make You Successful

We value attitude, accountability, initiative, and the ability to get things done just as much as technical experience.

You will thrive in this role if you are:

• Organized and detail-oriented: You can keep track of multiple schedules, work orders, and deadlines without losing sight of the details.
• Customer-focused: You genuinely care about providing excellent service and building positive relationships.
• Calm under pressure: You remain professional and solutions-oriented when plans change or challenges arise.
• Proactive and resourceful: You anticipate problems, take initiative, and look for solutions rather than waiting for direction.
• An effective communicator: You communicate clearly, professionally, and confidently with customers, technicians, and colleagues.
• Accountable and dependable: You take ownership of your work and follow through on commitments.
• Adaptable and team-oriented: You embrace change, support your colleagues, and contribute to a positive work environment.

Why Join Us?

At Canadian Water Savings and American Water Savings, you will have the opportunity to make a meaningful contribution to a growing business focused on innovation, operational excellence, and customer satisfaction.

We offer:

• The opportunity to be part of an established and growing North American group of companies.
• A collaborative, professional, and fast-paced work environment.
• Exposure to multiple areas of service operations and business administration.
• Opportunities to develop your skills, expand your responsibilities, and grow professionally.
• A workplace culture built around ONIT One Excellence — ONE Team | ONE Mission.

Ready to Join Our Team?

If you are an organized, dependable, and customer-focused professional who enjoys coordinating people, solving problems, and keeping operations running smoothly, we would love to hear from you.

Canadian Water Savings and American Water Savings are committed to providing equal employment opportunities. Accommodations are available throughout the recruitment process upon request.