Dispatch Coordinator

**Job Details**

The Facilities Services Customer Center Operator provides customer service and front line support to the Johnson Controls P3 client site of Humber Hospital with respect to the maintenance and operations of their building(s).

The Dispatch Centre is a critical environment responsible for receiving and dispatching facilities service requests for its clients - 7/24/365. The work environment is fast-paced and client-service focused. In order to ensure ongoing performance success, Dispatch Centre team members are measured against service delivery metrics.

**KEY DUTIES & RESPONSIBILITIES**:

- Learns client account details, the service request/work order management systems, the telephony system and JCI Dispatch Centre policies, processes and operating procedures
- Fills basic client requests including creating and dispatching work orders to appropriate internal and external service providers and relaying appropriate information to front line facilities managers
- Assesses and accurately assigns level of priority to facilitate timely fulfillment of service requests
- Learns techniques for troubleshooting service issues, communicating with internal technicians and Facility Managers, external service providers, landlords and other relevant parties
- Receives guidance and support in completing service requests including activities such as proper work order processing, dispatching and the communication of information.
- Provides customer service support
- Participates in program initiatives undertaken by the Dispatch Centre
- Maintains confidentiality of client account information and other confidential information. Conducts work in a professional manner.
- May be required to demonstrate Dispatch Centre capabilities to potential and existing clients and to prospective hires by having such people Y-cord into live calls.
- May be required to provide training to new Team Members.
- Other duties as assigned.
- Work Hour Availability Requirements
- 7/24/365 environment requiring open availability; rotating 12 hour shifts.
- Must have open availability to work weekends and holidays as required.

**What we look for**

**_MINIMUM EDUCATION _**:

- High school completion plus a specialized technical

or business course

**_JOB-RELATED EXPERIENCE:

- **
- One year or more

**_KNOWLEDGE & SKILLS:

- **
- Demonstrates language proficiency (both verbal and written) in English, including proper grammar, spelling and punctuation. Clear and effective communication skills
- Strong customer-service orientation and demonstrated customer service skills.
- Must be proficient at typing and navigating the computerized work system while receiving and discussing verbal communication with the client

**Canada Diversity Statement**
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**Persons with disabilities **are those that have a long-term or recurring physical, mental, sensory, psychiatric or learning impairment and who consider themselves to be disadvantaged in employment by reason of that impairment, or believe that an employer or potential employer is likely to consider them to be disadvantaged in employment by reason of that impairment. This also includes persons whose functional limitations owing to their impairment have been accommodated in their current job or workplace.

**An Aboriginal person **is a North American Indian, Métis, or Inuit and/or a Treaty Indian or a Registered Indian and/or member of an Indian Band/First Nation.

**Members of visible minorities **are persons, other than Aboriginal peoples, who are non-Caucasian in race or non-white in colour, regardless of birthplace.