Dispatcher

2 months ago

Victoria, Canada Island Temperature Controls Ltd. Full time

**ABOUT US**

**WHY WORK HERE?**

One of our most important jobs is to surround ourselves with smart, fun, curious, diverse, and passionate individuals. We believe that a motivated and fulfilled team contributes to our overall success, and we firmly believe that supporting our team members in work and life is the key to achieving that success. Our team consists of over 70 professionals, with certifications and trade licenses in key areas including refrigeration, electrical, automation, mechanical engineering, programming, pipe/gas fitting, and indoor air quality technology.

Our strength is definitely in our people, and we ensure that joining our team means becoming part of a lasting and fulfilling partnership. It's not uncommon for team members to stay with us for 20+ years, a testament to our rewarding and stable work environment. We work hard, play hard, and strive to create an engaging work environment. Recognizing and rewarding employee performance, skills, commitment, initiative, and other attributes is an important part of our company's culture. We encourage personal growth and are proud of the achievements and contributions of everyone on our team.

***

The Dispatcher role is truly the hub of our company. In this position, you will interact with almost everyone on our team, from management and technicians to the maintenance team and office administrators. Your energy, professionalism, and communication style will form our client’s first experience with ITC, and you will remain their first point of contact for almost every subsequent interaction they have with the company.

**RESPONSIBILITIES**
- Serve as the primary point of contact between clients and internal staff, facilitating smooth communication and resolving any issues or misunderstandings that may arise
- Maintain detailed records of service requests, technician assignments, and client interactions, ensuring all data is up-to-date and accurate in the company’s ERP system
- Resolve any scheduling conflicts, service delays, or client concerns in a professional manner, escalating issues to management only when necessary
- Lead and assist with various administrative tasks, such as updating client information, sending quotes, supporting with invoicing, and preparing reports for management as needed
- Review and follow-up on active work orders, ensuring stakeholder relationships are top of mind and scheduled activities are on track

**QUALIFICATIONS & EXPERIENCE**
- 3-5 years of experience in a dispatch or client-facing customer service role, preferably within the HVAC, trades, or related service industry
- Demonstrated ability to manage multiple tasks simultaneously, prioritize workloads, and maintain attention to detail in a fast-paced environment
- Excellent written and verbal communication skills with the ability to effectively interact with clients, technicians, and other team members
- Ability to anticipate, understand, and respond to the needs and expectations of an array of stakeholders
- Strong problem-solving abilities with a track record of resolving client concerns and operational issues efficiently
- Proven experience in delivering high-quality customer service, with a focus on client satisfaction and maintaining positive relationships
- Effective time-management skills, with the ability to handle high volumes of service requests and prioritize tasks to ensure timely completion
- Experience working in a team environment and collaborating with various departments, including technicians, sales, and management
- Ability to adapt to changing priorities and work conditions, with a flexible approach to handling unexpected issues or adjustments in schedules
- Experience with ERP systems (experience with ERP systems in a trades environment would be an asset)
- Functional knowledge of the Microsoft Suite including Outlook, Excel, Word and Teams

**PERSONAL ATTRIBUTES**
- Innate curiosity
- Take ownership of your work, doing what is needed without being asked, and following through
- Take pride in detail-orientation, relationship-building, and organization
- Impeccable and personalized communication with a professional, timely, and tailored approach
- Be receptive to feedback, be willing to learn, and embrace continuous improvement
- Consistently think outside of the box to solve problems and foster partnerships
- Have a growth-focused mindset with a strong desire to learn and improve both professionally and personally
- Enjoy working collaboratively while also being comfortable working independently
- Be self-motivated and self-directed when necessary
- Foster a positive work environment with others valuing respect, professionalism and fun

**COMPENSATION PACKAGE**
- Base Salary Range: $27-34/hour, commensurate with experience
- The upper half of the salary range is typically reserved for individuals who have demonstrated consistent strong performance in the role and possess a high level of job knowledge and skills
- Additional benefits:

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