Dispatcher / Customer Service Support

**TITLE**: Dispatcher / Contact Centre Support Representative
**DEPARTMENT**: Contact Centre
**REPORTS TO**: Assistant General Manager (AGM)
**DATE**: Nov 2025
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Under general supervision, is responsible for providing effective customer service / dispatch support for all internal and external COIT Services customers by utilizing excellent, in-depth knowledge of company products and services. Provides operational and administrative support to the Department Managers on a daily basis, which includes assisting with pre-building, building and maximizing of routes as well as assisting management with resolution of customer service issues.
DISPATCH CORE RESPONSIBILITIES
- Ensures all productive work is confirmed at least the day prior
- Assists all sales and productive techs in the field.
- Assists sales and contact centre reps with the co-ordination of work.
- Monitors all On-Location, Sales, and Install work “today for today”.
- Pre-builds Sales and Installation Routes
- Strives to maintain maximum route capacity by any means necessary
- Effectively coordinates schedules of customers and outside service personnel. Keeps customers and technicians informed of any appointment changes or delays.
- As appropriate, reschedules appointments and schedules additional service stops.
- Contacts potential customers by telephone and attempts to close unresolved sales opportunities.
- On a daily basis, accurately completes customer invoices, updates routes and maintains supporting paperwork.
- Distributes routes as needed to technicians
- Assists AGM with administrative tasks, such as follow up to customers, assists with projects.
- Updates all staff (Sales / CSRS / Management) re/ availability for all Services.
- Assists AGM with customer service issues.
- Performs various administrative or operational tasks as directed by AGM.
- Works with Commercial Services Manager and Commercial Coordinator to co-ordinate work between divisions and technicians as needed
- Acts as backup to Commercial Services Coordinator

**Customer Service CORE RESPONSIBILITIES**:

- Promptly and courteously answers dispatch related incoming telephone calls.
- Promptly and courteously answers all customer related inquiries
- Provides timely and accurate information to incoming customers inquiries, demonstrating knowledge of all company products; and services.
- Explains fully the benefits of additional cleaning services and obtains order information.
- Up sells all COIT services.
- Educates customers about proper cleaning procedures and maintenance methods. When appropriate, offers alternatives in order to avoid customer dissatisfaction.
- Provides customers with instructions on how to prepare carpeted areas and upholstered furniture to be cleaned on the scheduled day.
- Handles customer complaints and challenging situations in a professional manner.
- Resolves customer complaints in a manner mutually satisfactory to both customer and company. Accesses relevant information and contacts appropriate personnel.
- Provides timely feedback to management regarding service failures or customer concerns.

**OTHER DUTIES**:

- Clerical duties as assigned.
- Maintains efficient manual procedures during system downtime.
- All other duties as assigned.

**SKILLS & REQUIREMENTS**:

- Excellent communication skills
- A good working knowledge of the Lower Mainland and Fraser Valley
- Courteous and clear telephone voice
- Excellent customer service skills
- Previous sales experience preferred
- Intermediate Computer skills required (good working knowledge of Microsoft Office Programs)
- Correct English usage: grammar, spelling and punctuation
- Ability to follow oral and written instructions
- Ability to effectively multi-task
- Ability to calculate figures and amounts.

**PHYSICAL DEMANDS**: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position is sedentary one. Requires sitting for extended periods of time and using the telephone (with headset), computer monitor and keyboard.
This position description in no way states or implies that these are the only duties to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties upon the request of the supervisor.