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Ontario Dispatcher


This is a Full-time position in Toronto, ON posted August 23, 2017.

Job Summary:

This position provides a high level of customer service support to meet internal and external customer requirements.  Schedules, dispatches and coordinates technical filed staff and works collaboratively with team members to ensure the administration of multiple back office processes are executed accordingly to ensure the service delivery cycle flows accordingly and client KPI’s are met.  The Dispatcher fully supports the Service Operation Team and provides the field technicians with the necessary tools and information required to deliver on the expectations of our clients.


Key Responsibilities

  • Coordinate the completion of scheduled and unscheduled service and maintenance work through field technicians and sub-contractors to meet service quality and responsiveness targets
  • Maintain real time visibility to technician resources by leveraging and updating the schedule board
  • Manage technician sign-in and sign-out protocols
  • Interface with customers and other departments (i.e. Customer Experience Center and Regional Schedulers) as necessary to ensure successful completion of requests and resolution of service issues identified throughout the service delivery process.  Ensure all changes are accommodated and approved.
  • Assign and monitor workflow, ensuring calls are dispatched to the appropriate tech with the right skillset in the right geography
  • Resolve any obstacles immediately using established protocols or other creative resolution options through troubleshooting or relaying calls to a Level 2 Technician to expedite resolution.
  • Ensure all company and client KPI’s are observed, met and/or exceeded.
  • Monitor daily team and technician workload to ensure the field techs have the appropriate level of work assigned and are executing as schedules are designed.
  • Daily review of technician activities to ensure real time work summaries and labour tracking are completed
  • Update third party portals with work statuses as required
  • Review completed work orders daily for completeness, work summaries, labour, client signatures, tasking etc. Acquire any missing information and/or close for further reconciliation
  • Provide follow up and supporting work order documentation for all completed work orders to clients daily
  • Forward all technician recommendations to Inside Sales
  • Work with technicians and Regional Schedulers to ensure maintenances are completed within the month they are scheduled.
  • Monitor all work in progress (WIP) and work with technicians and Business Unit Managers as required to ensure it does not exceed 60 days.
  • Ensure all relevant special safety, customer procedures and site specific information is on work orders provided to Service Technicians.  Ensure equipment and material lists are complete and recorded in Field Service Management System
  • Follow up with internal and external customers and technicians when additional information is required, including documentation of service work performed.
  • Work collaboratively with reconcilers as required, correcting technicians issues, identify, trend and validate process or people gaps.  Work with technicians directly to close these gaps and escalate as required.
  • Support the regional dispatch or shared services teams as required to ensure work order life cycle is smooth and internal and external client needs are met.
  • Identify and suggest opportunities for process improvements and efficiencies within departments
  • Sensitivity to confidential matters may be required


Education and Experience

  • Post-secondary education in related area of study or equivalent
  • 2-4 years of related dispatch experience preferably in the HVAC/Electrical/Building industry, but general service industry is acceptable.
  • Demonstrated ability to meet deadlines and prioritize a heavy workload
  • Proven systematic and organized approach to multi-tasking
  • Demonstrates ability to work independently to complete assigned tasks with minimum supervision.
  • Ability to work under time constraints and adapt to change
  • Working knowledge of related computer applications including the MS Office Suite of programs and Louts Notes
  • Service and customer oriented – actively looking to help people.  Anticipates and works to understand and meet customer needs in a helpful way.  Takes personal responsibility to correct customer’s problems.  Corrects customer service problems promptly and non-defensively
  • Team focus – capable of building relationships at all levels within the organization and with customers.  Contributes towards team goal by working cooperatively with others, also gets people’s input to decisions/plans and promotes team spirit.  Shares all relevant and useful information.  Keeps people informed and up to date about the group process
  • Ability to organize information and schedules in a structured and logical way that is most productive for the technicians and customers.
  • Ability to communicate clearly and set expectations with internal and external personnel
  • Written communication is also imperative and the ability to document information and instructions so others understand the course of action taken/required
  • Ability to identify problems proactively and take action
  • Critical thinking – using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Monitoring/assessing performance of your team to make improvements or take corrective action
  • Time management skills and understanding what is required to complete/resolve various service and maintenance activities
  • Ability to maintain composure under stressful situations
  • Active listening – giving full attention to what other people are saying, taking time to clarify and understand the points being made, asking questions as appropriate
  • Job requires being reliable, responsible, dependable and fulfilling obligations
  • Attention to detail – job requires being careful about detail and thorough in completing work tasks
  • Self-control – job requires maintaining composure, keeping emotions in check, controlling anger, avoiding aggressive behavior, even in very difficult situations
  • Initiative – job requires developing one’s own ways of doing things, guiding oneself with little or no supervision and depending on oneself to get things done
  • Persistence – job requires persistence in the face of obstacles
  • Customer and personal service – knowledge of principles for providing customer and personal services.  This includes customer needs assessment, meeting quality standard for services, and evaluation of customer satisfaction
  • Administration and management – knowledge of business and management principles involved in resource allocation and coordination of people and resources.

Skills Required

  • Education level: None
  • Work experience (years): None


Salary: N/D

How to Apply

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