Service Coordinator

Description

Position at Ainsworth

If you thrive in a team-oriented workplace that challenges your skills, to drive your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs, join the Ainsworth, a GDI company, team today!

Position Summary:

The Service Coordinator/Dispatcher is the initial point of contact between the customer and field personnel. Receiving calls by telephone, the Service Coordinator/Dispatcher will troubleshoot to identify the cause of the customer’s concern, and if possible, provide technical support. In the event that the Service Coordinator/Dispatcher is unable to provide assistance, the individual will efficiently schedule service work, clearly inform field personnel of the servicing work to be done, and ensure field personnel have the required information to perform the work. The Service Coordinator/Dispatcher will also record accurately and in detail all work performed by field personnel, including the outcome.

Key Responsibilities:

• Assist clients with technical support when possible.
• Distribute work orders to field service personnel ensuring that appropriate systems are updated and individuals informed when work orders are completed.
• Develop schedules for field service personnel, in conjunction with management, taking in to account work order priorities, due dates, time required, location, skills required, work load and urgency.
• Provide assistance to field personnel if needed.
• Interface with customers and other departments as necessary to ensure successful completion of service.
• Assist in the growth of other Call Centre agents by sharing both job knowledge and expertise.
• Handle customer service requests using strong interpersonal skills and a customer focus.
• Collect field service timecards and completed work order sheets, ensuring tech accuracy of completed notes and recommendations.
• Act as Ainsworth’s customer advocate to expedite issues surrounding quality, service delivery and responsiveness. Provide support, guidance and make recommendations to Operations to ensure customer escalations are resolved.
• Initiate, change and/or revise scheduling and dispatch processes to ensure customer satisfaction with call scheduling and responsiveness is always a top priority
• Provide quotation support to field service technicians as required. Assist in the preparation of service quotes to customers, including contacting vendors to establish price and availability of replacement parts and/or repair items.
• Champions a high performance leading to enhanced customer interface satisfaction.
• Adhere to all company policies and procedures.
• Perform all job functions in a safe and healthful manner, abiding by and in accordance with all applicable Health, Safety and Environmental company policies and government legislation/regulations.
• Adhere to the Company’s Quality System operating procedures.
• Perform other duties as assigned by Management.
• Provides support and backup for other administrative/inside sales duties as requested.
• Knowledge of basic HVAC repair estimates is an asset.

Education and Experience

• 3-5 years of experience as a Dispatcher is required.
• Experience with national accounts is an asset
• Data Entry to Customer Web Portals
• Ability to follow and perform to customer guidelines
• Management of trades and subs to DNE guidelines
• Excellent customer service skills.
• Excellent verbal and written communication skills
• Attention to detail and multi -tasking
• Proficiency with MS Office applications; Excel is essential.
• Ability to exercise independent judgment and take initiative.
• Ability to work effectively under pressure.
• Graduate from a career college an asset.
• Demonstrated coordination, organizational, and interpersonal skills.