Customer Service Representative
3 weeks ago
Xplore Inc. is seeking a skilled Dispatcher - Installation Technician to join our team in Fredericton or Woodstock, NB and or Cornwall, ON office location. As a key member of our operations team, you will be responsible for supporting customers and technicians by contacting customers, establishing appointment times and responding to incoming changes in scheduling.
Key Responsibilities:
- Monitoring the appointment/dispatch board (confirming and moving calls when necessary)
- Ensuring technicians are efficiently routed
- Ensuring the proper technicians are going to the correct call
- Responsible for pulling calls forward, always making sure the technicians' days are full
- Providing admin support for field technicians and crisis managing in the moment issues
- Helping aid and providing support to cross-functional departments
- Answering incoming customer calls and updating call logs, call records and other important documentation
- Making customer calls in order to schedule or reschedule appointments for new installations or service work
- Ensuring the drivers have the proper instructions to perform their duties
- Prioritizing and organizing calls according to urgency
- Working closely with other frontline managers to address quality of service issues
- Identifying scheduling challenges and working with department managers to find solutions
Requirements:
- 2 years of customer service experience required
- Previous dispatching experience is considered an asset
- Problem solving skills
- Excellent customer service skills; strong communication skills, both written and oral
- Must be able to organize, prioritize and multi-task effectively
- Professionalism and tact in representing the company to our customers
- Independent and prudent judgement
- Excellent time management skills with attention to detail
- A working knowledge of MS Office (superficially, MS Project, Word, Outlook, Excel and PowerPoint)
- Ability to work in a fast-paced, dynamic environment
- Knowledge of working standards of Health and Safety, construction and CSA considered an asset
Xplore Inc. is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.
Xplore Inc. is Canada's fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.
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