Service Dispatcher

6 months ago

Calgary, Canada Trotter & Morton Group of Companies Full time

**_Division: Facility Services_**

Part of the Trotter & Morton Group of Companies, Trotter & Morton Facility Services provides 24/7 preventive and predictive mechanical system maintenance and repair to condominiums, commercial, and institutional buildings.

We are currently recruiting a full-time **Service Dispatcher** who has excellent communication skills, an eye for detail, and would like to be part of our high performing service team. This role would be ideal for individuals who thrive on providing exceptional customer service and who enjoy multi-tasking in a fast-paced environment.

**What’s in it For You**
- Competitive salary
- Minimum 3 weeks’ paid vacation
- Extensive benefit plan RRSP Matching
- Professional development and training resources
- Health and Wellness program
- Inclusive and engaging work environment
- Fun company events and barbeques

**Roles and Responsibilities**
- Utilize the dispatch software to effectively maintain work schedule for service representatives and assure that customer commitments are met
- Dispatch service representatives according to the schedule
- Receive customer calls and adjust schedule as required
- Coordinate and dispatch service technicians based on the Service Representative's skills, nature of the customer's requirements and geographic location of customer and appropriate field staff
- Advise service manager of customer complaints to expedite resolution ensuring and maintaining long term relationships. Communicate resolution to customer
- Determine and dispatch appropriate service representative to ensure quick and efficient resolution of problems while building and maintaining customer confidence and satisfaction. Keep the customer informed on action taken
- Sufficiently knowledgeable about geographical layout to make logical decisions concerning reassignment for urgent calls, assignment of scheduled work, reactions to problems, purchasing and transfer of tools, materials and equipment
- Based on the backlog of planned work, equipment availability, tolls and personnel available, provide effective work schedules for field staff to maximize uses of skills while cost effectively meeting customer needs and providing contingency time for emergency calls
- Document and report any work progress in writing regarding field performance, material, subcontracts, scheduling, etc
- Build and maintain rapport and positive working relationships with field and office personnel to resolve problems, employ opportunities and maximize profits
- Make priority decisions to dispatch personnel and equipment in accordance with applicable contractual agreements
- Maintain awareness of high credit risk customers and obtain approval from Supervisor prior to authorizing service
- Audit service reports weekly in accordance with established procedures
- Provide support for any special projects as assigned by your service manager
- Perform other duties as assigned

**Required Skills**:

- Strong oral and written communication skills
- Strong analytical and organizational skills
- High level of customer service
- Solid organizational skills
- Ability to multitask
- Strong attention to detail is a must

**Required Experience**
- High School Diploma or equivalent
- Customer service experience
- Heating, Ventilation, and Air Conditioning (HVAC) knowledge would be considered an asset, but not required.

**Our Commitment to Diversity**

The Trotter & Morton Group of Companies is an equal opportunity employer. We are committed to hiring talented, qualified professionals without regard to race, age, gender, or any other protected ground and to providing an environment without discrimination.

Every effort is made to provide fair and equal employment and development opportunities and to ensure that our policies regarding hiring, compensation, promotions, and transfers are based solely on skills and capabilities, job requirements, job performance, and other job-related criteria.

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