Service Dispatcher

3 days ago

Victoria, Canada MAC'S HEATING Full time

**Mac’s Heating**

**Job Title**: Service Dispatcher

**Position Overview**

The Service Dispatcher is responsible for coordinating and managing daily service schedules, ensuring timely response to customer needs, and supporting field technicians with accurate job details. This role requires strong organizational skills, attention to detail, and excellent communication to maintain smooth workflow between customers, office staff, and technicians.

**Key Responsibilities**

**Scheduling & Dispatching**
- Receive incoming service calls and create work orders.
- Schedule and dispatch service technicians to customer sites based on priority, location, and skill set.
- Adjust schedules throughout the day as emergencies or changes arise.

**Customer Communication**
- Answer phones and provide professional, courteous assistance to customers.
- Confirm appointments with customers and provide status updates as needed.
- Document customer concerns and relay accurate information to technicians.

**Technician Support**
- Provide technicians with complete job details, including address, customer notes, equipment information, and parts required.
- Track technician progress throughout the day and update schedules accordingly.
- Assist in coordinating parts delivery or pickup for scheduled jobs.

**Administrative & Reporting**
- Maintain accurate records of all service calls, schedules, and outcomes.
- Update CRM or dispatching software with job notes and completion details.
- Generate daily/weekly reports on service calls, technician hours, and productivity.

**Qualifications**
- Previous experience in a dispatch, scheduling, or customer service role (HVAC, plumbing, electrical, or similar field an asset).
- Strong communication skills (both written and verbal).
- Ability to multitask in a fast-paced environment.
- Proficiency in scheduling/dispatch software, Microsoft Office, and basic computer systems.
- Strong problem-solving and organizational abilities.

**Key Competencies**
- **Customer-focused** - ensures a positive experience for every customer.
- **Detail-oriented** - accurately records and communicates job information.
- **Team-oriented** - works closely with technicians, office staff, and management.
- **Adaptable** - able to respond quickly to changes, emergencies, and shifting priorities.

**Working Conditions**
- Office-based with frequent phone and computer work.
- Standard hours Monday-Friday

Pay: $23.00-$24.00 per hour

Expected hours: 40 per week

**Benefits**:

- Dental care
- Extended health care
- RRSP match
- Work from home

Application question(s):

- Do you currently require sponsorship to work in Canada?
- Are you able to work full time hours Monday to Friday?
- Are you able to work 4 days remotely and 1 day in the office after training?

**Education**:

- Secondary School (required)

**Experience**:

- coordinating and managing daily service schedules: 2 years (required)
- Microsoft Office: 4 years (required)
- Microsoft Excel: 4 years (required)
- Data entry: 2 years (required)
- Answering multi-lined phone system: 2 years (required)

**Language**:

- Clear concise English (required)

**Location**:

- Victoria, BC V9A 3Y9 (preferred)

Work Location: In person

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