[Hiring] Dispatcher - Installation Technician @Xplore Inc

Role Description

Xplore Field Technicians are proud to be the face of the Xplore brand, performing the best installation and repair services for our residential and business customers.

We are looking for a Dispatcher – Installation Technician to be located in our Fredericton or Woodstock, NB or Cornwall, ON or remotely from Nova Scotia/Newfoundland location. Reporting to the Dispatch Manager, this role will be responsible for supporting customers and technicians by:

• Contacting customers and establishing appointment times
• Responding to incoming changes in scheduling
• Filling the evening shiftwork/rotation requirement

Key responsibilities include:

• Monitoring the appointment/dispatch board (confirming and moving calls when necessary)
• Ensuring technicians are efficiently routed
• Ensuring the proper technicians are going to the correct call
• Responsible for pulling calls forward, always making sure the technicians’ days are full
• Providing admin support for field technicians and crisis manage in the moment issues
• Helping aid and provide support to cross-functional departments
• Answering incoming customer calls and updating call logs, call records and other important documentation
• Making customer calls in order to schedule or reschedule appointments for new installations or service work
• Ensuring the drivers have the proper instructions to perform their duties
• Prioritizing and organizing calls according to urgency
• Working closely with other frontline managers to address quality of service issues
• Identifying scheduling challenges and working with department managers to find solutions

Qualifications

• 2 years of customer service experience required
• Previous dispatching experience is considered an asset
• Problem solving skills
• Excellent customer service skills; strong communication skills, both written and oral
• Must be able to organize, prioritize and multi-task effectively
• Professionalism and tact in representing the company to our customers
• Independent and prudent judgement
• Excellent time management skills with attention to detail
• A working knowledge of MS Office (superficially, MS Project, Word, Outlook, Excel and PowerPoint)
• Ability to work in a fast-paced, dynamic environment
• Knowledge of working standards of Health and Safety, construction and CSA considered an asset

Requirements

• Condition of Employment: This position is subject to the successful completion of a Criminal Background Check.
• Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process.