Service Coordinator

Overview

Ainsworth (a GDI company) is growing and offers competitive pay and great employee programs. The Service Coordinator/Dispatcher is the initial point of contact between the customer and field personnel, coordinating service requests, scheduling work, and ensuring field personnel have the information they need to perform the work.

The Service Coordinator/Dispatcher will receive calls, identify customer concerns and needs with the customer, and determine if a service technician should be dispatched in collaboration with the Field Supervisor. The role includes recording all work performed by field personnel and the resulting outcomes.

• Professionally answer phones within specified response time targets, and accurately document customer requests for service in the service management system
• Prioritize and dispatch work orders to field service personnel to meet service quality and responsiveness targets
• Distribute work orders to field service personnel, ensuring Customer Portals are updated and individuals informed when work orders are completed
• Follow up with customers and technicians when additional information is required, including documentation of service work performed
• Develop schedules for field service personnel in conjunction with management and field supervisors, considering priorities, due dates, time required, location, skills required, workload, and urgency
• Provide assistance to field personnel as needed
• Interface with customers and other departments to ensure successful service completion
• Review completed work daily and acquire any missing information, including documentation of work performed
• Handle customer service requests with strong interpersonal skills and a customer focus
• Verify and process field personnel payroll
• Act as Ainsworth’s customer advocate to expedite quality, service delivery, and responsiveness; provide support and recommendations to Operations to resolve customer escalations
• Initiate, change and/or revise scheduling and dispatch processes to ensure customer satisfaction with call scheduling and responsiveness
• Promote a high-performance environment to enhance customer interface satisfaction
• Perform all job functions safely and in accordance with Health, Safety and Environmental policies and applicable regulations
• Adhere to the Company’s Policies and Quality System operating procedures
• Provide support and backup for other administrative/inside sales duties as requested
• Perform other duties as assigned by Management

• 1-2 years of experience as a Dispatcher is considered an asset
• 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 is an asset
• Demonstrated coordination, organizational, and interpersonal skills
• Bilingual considered an asset, but not required

• Comprehensive health, dental and medical benefits, including wellness supports, RSP matching and generous vacation
• Rewards:
  Service milestones and peer recognition plus Employee Discounts and Incentives
• Flexibility:
  Hybrid working models, where applicable
• Diversity:
  An inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within the company

While we appreciate all applications we receive, only candidates under consideration will be contacted. Ainsworth (a GDI company) is committed to building a diverse and inclusive workplace. Qualified designated group members are encouraged to apply; reasonable accommodations will be considered as per our Accommodation Policy, available upon request.

Ainsworth (a GDI company) is an integrated multi-trade company offering end-to-end services and solutions for asset maintenance and refurbishment requirements. We are growing and seek talented professionals to help drive our vision to become the best multi-trade company in the country. Join us and make a difference.