Residential Services Coordinator

3 weeks ago

Ottawa, Canada Modern Niagara Full time

Modern Niagara helps building owners, managers, and general contractors meet the mechanical, electrical, integrated building technology, and building services needs of their buildings across Vancouver, Calgary, Edmonton, Toronto, Southwestern Ontario, and Ottawa. We also develop custom, turnkey solutions to help reach the desired outcomes. We are committed to having a positive and meaningful impact on Canada’s infrastructure and on the communities where we live, learn, work, and heal.

WE BUILD FOR LIFE.

We value passion, initiative, determination, professionalism, and teamwork and we are committed to ensuring that our teams have everything they need to succeed. Health and safety are embedded in everything we do and, as a result, our award-winning safety culture has a record that’s well above industry standards.

At Modern Niagara, you will work alongside values-driven, safety-conscious, and high-impact teams in a fast-paced, innovative, and collaborative environment. Here, your knowledge, skills, and excellent service will help ensure that the buildings that make up Canada’s infrastructure fulfill the needs they were set out to meet.

Modern Niagara is one of Canada’s Best Managed Companies and is a recipient of SMACNA‘s Safety Excellence Award Program (SSEAP) – Canada and the Canadian Occupational Safety (COS) Magazine’s Gold Winner for Canada’s Safest Employers Award in the Building and Construction category and Excellence Winner for Canada’s Best Health + Safety Culture Award as well as Canada’s Best Health + Safety Leader Award.

Modern Niagara is currently recruiting for a  Residential Service Coordinator to join our Ottawa office and provide support to members of the Modern Niagara Services team. As a Residential Service Coordinator , you will be an integral part of the Building Service department overseeing the dispatch, billings, and coordination of the team. We are looking for someone who is not afraid of change and can grow with the organization. Our career opportunities offer creative challenges to learn and develop new skills and experiences. 

Duties & Responsibilities:

Provide logistical support to the field to assure maximum output. Qualify every request for service to establish maximum response time requirements. Inform Service Manager / Supervisor of work progress, customer relations, field personnel relations, material administration, and other matters affecting service operations. Advise Service Manager / Supervisor of customer complaints to expedite resolution ensuring and maintaining long term relationships. Communicate resolution to the customer. Determine and dispatch appropriate service representatives to ensure quick and efficient resolution of problems, while building and maintaining customer confidence and satisfaction. Dispatch personnel to satisfy customer problems based on skills, nature of problems, location of problem, and location of personnel. Provide effective work schedules for field personnel to maximize use of skills while cost effectively meeting customer needs and providing contingency time for emergency calls. Build and maintain rapport and positive working relationships with field and office personnel to resolve problems, employ opportunities and maximize profits. Build rapport and productive working relationships with customers, vendors, and other outside contacts. Dispatch personnel and equipment in accordance with applicable contractual agreements. Display complete understanding of components of the standard contractual agreements including services provided and terms and conditions. Audit service reports weekly in accordance with established procedures. Maintain awareness of the availability of equipment and how utilized. Locate, purchase, and coordinate use of equipment to best meet the needs of field personnel. Oversee and manage Residential Services billings which consists of work orders and maintenance contracts. Accurately enter all data into the accounting system as directed within schedule. Enter monthly progress billings into client specific portals for payment.

Qualifications & Job Responsibilities:

2-3 years of hands-on experience providing service coordination support for high-rise residential buildings. 1+ years of dispatching experience is a strong asset, but not required. Understanding of mechanical systems to make appropriate decisions in the scheduling of work. Previous billing experience is highly advantageous. Sufficient knowledge of geographical layout to make logical decisions when scheduling technicians. Ability to remain calm, rational, and analytical despite heavy workloads, time pressures, and problems. Excellent communication skills, both verbal and written, with all organizational levels. Ability to understand and work within applicable union field labor agreements. High degree of accuracy, strong attention to detail, and ability to work independently. Strong planning and time management skills to avoid difficult, unnecessary situations and maximize skill utilization. Confidence in skills and abilities, with a high degree of satisfaction in own performance.

We thank all applicants for their interest, however, only those selected for an interview will be contacted.

At Modern Niagara, we recognize the value of fostering a diverse, equitable, and inclusive organization and are committed to eliminating barriers faced by members of equity-seeking groups (women, Indigenous, Black, racialized, 2SLGBTQIA+, people with disabilities, and new immigrants) in the construction industry. Our DEI vision is to build an organization where everyone has access to the same opportunities, experience equitable outcomes, and can thrive and reach their full potential.

We value the diversity of the people we hire and serve. Modern Niagara is an equal opportunity employer. If you require accommodation during the recruitment process, please advise us so that suitable accommodations can be made. We can be reached at 

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