Dispatch Coordinator

2 weeks ago

Cambridge, Canada Richardson Fire Systems Inc. Full time

February 6, 2023

POSITION DESCRIPTION: Dispatch Coordinator

Richardson Fire Systems Inc. (RFS) is a growing Fire and Life Safety business located in Cambridge, Ontario. Our team of experienced Technicians and Office Staff has provided fire and life safety design, installation, and service throughout Ontario for 45 years.

Our vision of growth is guided by a commitment to:

- unsurpassed customer service
- adherence to a core set of values and industry standards
- providing an engaging and fulfilling professional work environment

**Duties**:
The Dispatch Coordinator reports directly to the VP Operations, with a functional report to the Service Coordinator. Duties for this key member of the Operations Team include:
a) Dispatch:

- own and manage the Dispatch view - in the present
- schedule Technicians, Contractors, RFS staff for:

- inspections
- Shop services
- deliveries
- deficiencies
- quotations
- service calls (after hours follow-up)
- internal appointments
- adjust schedule pending daily priorities
- confirm tentative appointments
- arrange contractor services as required
- liaise with customers in a timely and professional manner

b) Dispatch Administration:

- spearhead “Daily Check-in” initiative
- review and dissemination of Technician documentation
- prepare and disseminate inspection Notice documents as required
- ongoing updates of customer and site record information
- provision of Key Account information and reports as requested

c) Communication:

- to customers, Technicians, Contractors
- appointment reminders
- Dispatch and Customer service and inquiries
- Reception/Redirection
- Sales
- Problem solving d) Information Technology:
d) Information Technology:

- work with Service Coordinator and IT Personnel on improvements to customer care software products and processes
- assist in testing RFS Master Schedule tools, documents and measurement reports

e) Measurements:

- SIM Reports/Indicators
- monthly contract target vs. confirmed
- appointment budgeting differences

Interacts with:

- Dispatch Team
- Customers
- Technicians
- Head Office Staff
- Contractors

Qualifications:

- Dispatch experience a definite asset
- ability to work effectively in a deadline driven work environment
- commitment to excellent attendance
- proven time and task management skills
- highly effective communication and interpersonal skills
- pleasant and professional phone manner
- proven problem solving and decision-making aptitude
- ability to “upsell” during customer interactions
- ability to work independently and as a member of a team
- strong computer skills:

- Excel, Windows, Word, Adobe
- knowledge of fire safety product and services (an asset)
- sense of humour

Hours of Work:

- 40 hours per week with a ½ hour unpaid lunch
- time sheets submitted daily via computer
- flexible work hours fall between 7:30am and 5:00pm, Monday to Friday

**Benefits**:

- benefit package effective after 3-month probationary period

Vacation Entitlement:

- 10 days per year (4% accrual rate)

**Salary**: $45,000.00-$49,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Paid time off
- Tuition reimbursement
- Wellness program

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Overtime pay
- Retention bonus

Ability to commute/relocate:

- Cambridge, ON: reliably commute or be willing to relocate with an employer-provided relocation package (required)

**Experience**:

- dispatching: 1 year (required)

Work Location: One location

Application deadline: 2023-02-13

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