Dispatch Coordinator

2 weeks ago

Vancouver, British Columbia, Canada OP Consulting Full time

About the Role

We are looking a highly motivated
Customer Service & Dispatch Representative
to be the frontline voice of our clients company and the key link between the customers, technicians, and service team. This hybrid role blends customer service excellence with efficient dispatch coordination — ensuring every customer receives an outstanding first impression while technicians are scheduled effectively to support productivity, satisfaction, and company growth.

This is a permanent full time onsite position working from the Vancouver Downtown office and available for immediate start.

Key Responsibilities

Customer Service

  • Answer 150–200 incoming calls per week and manage online scheduling requests.
  • Deliver an exceptional first impression with empathy, professionalism, and enthusiasm.
  • Schedule service calls in the company CRM, confirm payment methods, and explain Upfront Pricing.
  • Track advertising sources for marketing insights.
  • Conduct follow-up calls, handle complaints, and build long-term customer trust.

Dispatch

  • Monitor technician schedules and assign jobs based on priority, location, availability, and skillset.
  • Call customers 30–45 minutes before technician arrival and provide updates if delays occur.
  • Ensure technicians submit timely status updates (arrival, diagnosis, completion).
  • Manage daily call slots, balancing new calls, callbacks, and carryover jobs.
  • Track parts and restocking requests, coordinating with warehouse or apprentices.
  • Support after-hours and on-call operations for emergency service requests.

Sales & Outbound Growth

  • Promote and sell membership/maintenance plans during inbound and outbound calls.
  • Conduct outbound follow-ups on unsold estimates, past customers, and inactive leads.
  • Support marketing campaigns, including seasonal promotions and customer reactivation.

Qualifications & Experience

  • Friendly, empathetic communicator with strong phone presence.
  • Highly organized and detail-oriented, with strong scheduling and coordination skills.
  • Proactive problem-solver who handles objections and resolves issues effectively.
  • Ability to stay calm and focused in a fast-paced environment.
  • Strong team player who collaborates with technicians, supervisors, and managers.
  • Commitment to continuous learning, including role-play exercises, exams, and coaching.

Training & Growth Opportunities

  • Structured Development Program:
    Ongoing training with testing and accountability.
  • Script & Guideline Mastery:
    Learn and apply proven communication and scheduling methods.
  • Performance Coaching:
    Regular reviews, role-play sessions, and mentorship for growth.

How to Apply

If this sounds like the right fit for you, we'd love to hear from you.

Please submit your resume and a brief introduction outlining your experience.

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