National Call Centre Dispatcher

2 months ago

Markham, Canada Unity Connected Solutions Full time

Unity Connected Solutions is a full-service Communications Company providing consulting, design, implementation, and support for best of breed communications solutions. A trusted name in the industry our dedication to excellence is exemplified by our advanced technology products coupled with the Company’s in-house highest standards customer service.

With our continued growth Unity is seeking a high-energy, motivated individual to join our Team as a full time National Call Centre Dispatcher. Reporting to the CSC (Customer Support Centre) Service Manager, the Dispatcher is responsible for the scheduling and dispatching of all technical resources.

**Responsibilities**:

- Receive and answer emergency and non-emergency calls.
- Record all calls by opening and managing a work order within our ticketing system.
- Dispatch work orders and projects to technicians.
- Triage calls, assessing each situation.
- Oversee the route of field technicians, and track delivery status of products.
- Coordinate the daily schedules for all technical resources, in the most effective and efficient manner.
- Identify customer service needs and assign appropriate technician(s) to the remedy the situation and fulfill Unity’s SLA’s (Service Level Agreements)
- Provide time estimates to Customer for work requests and then schedule appointment.
- Monitor service progress and manage technician’s time.
- Work closely with Unity’s procurement and shipping teams to secure equipment required to complete the job.
- Reassign work orders based on service priority and resource availability.
- Dispatch contractors for all service work outside Unity’s offices.
- Update progression of work completion in ticketing system and prepare work order for billing.
- Notify and escalate extraordinary problems to management.
- Prepare and manage on-call schedules for technical after-hours support.
- Update customer system records as required.

**Qualifications**:

- Possess excellent oral and written communication skills.
- Possess excellent organizational skills.
- Posses the ability to delegate and be assertive if needed.
- Possess strong customer service, analytical, and decision-making skills.
- Ability to work independently and as a member of a team.
- Proficient in Microsoft Word and Excel.
- Basic technical skills beneficial.
- Ability to multitask and prioritize critical issues.
- Willingness to work extra hours and/or after hours as required.
- Posses a style that embodies a sense of urgency.
- Bilingual preferred, but not mandatory.

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- RRSP match
- Vision care
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- dispatching: 1 year (preferred)

Work Location: Hybrid remote in Markham, ON

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