Service Dispatcher - Jobs in Burnaby, BC

Job Description

Job Type: Full Time, PermanentStart Date: As soon as possibleLanguage: EnglishMinimum Education: Bachelor's DegreePositions Available: 1NOC Group: Dispatchers and Radio Operators (1475)NOC Job Title: Maintenance Services DispatcherExpires in 21 daysExpires: 2021-07-09Posted: 2021-06-18Last Updated: 2021-06-18Job Location(s)4259 Phillips AvenueBurnaby, British ColumbiaV6A 2X4, CanadaUnit 280 - 4400 Dominion StreetBurnaby, British ColumbiaV5G 4G3, Canada1969 KEATING X RD SAANICHTON, BCVictoria, British ColumbiaV8M 2A4, CanadaJob DescriptionResponsibilitiesManaging service calls for technicians throughout the Province for a multitude of clientsManage different client portals to track, update and close ticketsReceive requests in electronic systems, analyze and delegate requests to techniciansResponsible for quality assurance on each ticket to ensure that we have met our client needsResponsible for troubleshooting tickets that are not yet completed and put a plan to action themRe conciliate each ticket to ensure 100% accuracy before closing to ensure accurate billing of services to the clientMaintaining client records in company databaseAct a liaison between our clients and technician teams to give updates regarding open ticketsEnsure all incidents and service Requests are logged, monitored and tracked using the call management systemEnsure all Incidents and service requests are escalated to internal support teams or external service providers via the Call Management System.Ensure regular feedback is provided to customers regarding Incident and service request status.Customer complaints are fully addressed and escalated when required.Receiving, forwarding calls from online phone system to company departmentsUnderstanding manufacturer warranty programs to manage claims and order partsAddresses any client issues and/or provides resolution to problems that are within the scope of work or will, otherwise, engage management for helpManages technician routes using established workforce management system to ensure customer commitments are metInterprets data from the established workforce management system to identify current and potential scheduling problemsParticipates in feedback sessions with management to improve service level performance for clientsSkills Required:Exceptional communication and customer service skillsAble to multi-task and work in a fast-paced environmentAbility to adjust to rapidly changing priorities within the course of a dayOutstanding time management & organizational skillsSelf-motivated and responsible, ability to make decisions on the flyExcellent and accurate verbal and written communication skillsBe energetic and self-motivated to work independently, while being part of a winning teamAbility to deal with ambiguityMust have high attention to detailQualifications and Education RequirementsPost-secondary educationBachelor’s degree in a related filed is considered an assetDispatching experience an assetPrevious administrative or ticketing-related experience desiredMust be familiar with MS Office applications (i.e. Outlook, Excel and Word)Advanced MS Excel experience requiredExperience with ERP or CRM toolsExperience working with online databases an asset1-2 years of strong telephone and customer service experience is considered an assetPreference may be given to candidates with any of the following:A typing speed of 50 words per minute or greaterExperience working in a demanding environment with strict timelines.Experience working in an office and team settingExperience in records management or filing.Experience in emergency response or dispatch.How to ApplyExpiring: Jul 09, 2021Contact: Camille CrisologoEmail: camillec@microserve.ca