Customer Service Representative / Dispatcher (Remote) - Jobs in Ottawa, ON

Job Description

About Grade A:For over 17 years, Grade A has equipped businesses with the tools and solutions to gain every competitive advantage they can. We drive innovation for businesses through integrated solutions across a wide range of technologies and services. It’s not enough to simply solve today’s IT challenges – Grade A helps businesses anticipate what’s to come months and years from now so that they can prepare for a better tomorrow.The heart of Grade A is our people. Our leadership is comprised of forward-thinking technology enthusiasts who come together to make a difference for our clients. We have an awesome, inclusive corporate culture. We have worked very hard to create a culture of unity, transparency, and trust. Our leadership team wants you to be successful at Grade A, and we will do anything we can to support your personal and professional growth.Position Summary and Responsibilities:As the first line of support for incoming service requests, the Dispatcher/Customer Service Representative (CSR) is exposed to a plethora of IT requests and troubleshooting issues. The Dispatcher takes incoming phone calls, triaging them based on priority, and assigns them to the appropriate service team. The Dispatcher also assists in the daily dispatch and scheduling of internal and field service technical staff. It is an imperative that a Dispatcher is able to juggle a number of priorities in a fast-paced environment while remaining calm and composed. Customer service is the backbone of the company, and Dispatchers must ensure that requests are executed quickly and efficiently.What do our Dispatcher/Customer Service Representatives do

• As a dispatcher, have the ability to handle a high-demand workflow, taking between 30 – 60 calls individually per day.
• Triage requests as they come in and monitor the status of technicians to prioritize and coordinate their schedules.
• Act as the first point of contact to the client for all types of incoming client service requests.
• Provide polite and professional service to customers.
• Using the Customer Relationship Management (CRM) software, qualify and dispatch incoming issues to the appropriate resource to handle the request.
• Using the CRM, take accurate and detailed notes based on incoming client calls and service requests.
• Accurately coordinate the time, location, and contact for dispatching technicians both in the field and in-house.
• Effectively utilize internal tools to communicate effectively on the phone to both clients and service desk technicians.

What skills do I need to be a successful Dispatcher/Customer Service Representative

• Experience using a triaging priority system to gauge client issues and impact.
• Exceptional time management and organizational skills.
• Strong multitasking skills with the ability to handle competing priorities.
• Experience using a CRM database.
• Exceptional interpersonal and communication skills.
• Excellent customer relation skills and phone etiquette.
• Strong computer, office suite and operating system knowledge.
• A positive “can do” attitude with an ability to creatively arrive at a solution.

What are the qualifications I need to have

• High school diploma or equivalent.
• Exceptional verbal and written skills.
• Previous experience as a dispatcher, receptionist, or call center representative.

Would be awesome if you had…

• Experience in a technical setting.
• A passion for technology and an ability to match issues and solutions.
• An awareness of our key IT services.
• An understanding and experience with support tools, techniques, and how technology is used to provide IT services.
• Bilingualism (French and English).

What is the physical work environment like

• This position requires standing, walking, sitting, using hands, seeing, reaching, talking, and hearing. May need to occasionally lift and/or move up to 25 pounds.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

How often will I get formal feedback on how well I’m doing

• Six-month performance reviews, with every second review a performance and salary review.
• Performance review goals will be established between you and your team leader.

Why should you work here

• Awesome, inclusive corporate culture: We have worked very hard to create a culture of unity, transparency, and trust. Our leadership team wants you to be successful, and we will do anything we can to support your personal and professional growth.
• Salary based upon on what you bring to the table.
• Shared group/health benefits plans, including a retirement plan.
• Education and certification reimbursement is also available so we can help you move up the ranks.
• Flexible schedule to fit your family’s needs.
• Outstanding teammates; we’re very selective to make sure we have the best staff available for you to work alongside!
• Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as kick back and have some fun (families are oftentimes included as well).

Perfect fit....If this sounds like your type of place and you can wow us with your spectacular skill set, then we would love to hear from you!We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates of all races, sexes, colours, religions, sexual orientations, disabilities, ages, and gender identities. Accommodations are available upon request for candidates taking part in all stages of the selection process.Quick Apply

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