Our client is an established service provider specializing in mechanical systems, building maintenance, and renovation solutions for residential and commercial properties.
The company offers a broad range of services, including plumbing, HVAC, drainage, mechanical installations, and facility maintenance. Its work encompasses both planned maintenance programs and responsive service solutions, with an emphasis on quality workmanship, reliability, safety, and customer satisfaction.
Due to the company’s expansion, they are adding a Senior Dispatcher to further elevate the quality of service they provide. The new hire will have the opportunity to advance into a managerial role depending on performance.
This is a permanent, full-time role based in Burnaby, BC.
Responsibilities
- Coordinate and oversee the day-to-day administrative operations, ensuring accuracy, efficiency, and profitability.
- Identify opportunities for business growth, revenue generation, and operational cost optimization.
- Schedule and dispatch technicians based on availability, skill sets, location, and customer requirements.
- Prioritize emergency service requests and coordinate timely responses.
- Serve as the primary point of communication between customers and technicians, ensuring clear and consistent information flow.
- Coordinate daily schedules, service appointments, and project timelines, keeping customers and technicians informed of any changes or delays.
- Follow up with technicians throughout the day to monitor job progress, confirm timelines, and address operational issues.
- Respond to customer inquiries, service requests, and concerns, resolving issues promptly and effectively.
- Coordinate municipal permits and inspections through relevant city portals, communicating approval status and inspection schedules to technicians.
- Submit and maintain backflow testing records through the BSI system.
- Coordinate BC One Call requests as required.
- Provide after-hours telephone coverage and respond to incoming service calls.
Qualifications
- 5+ years of experience in service coordination, dispatch, administrative operations, or a similar role, preferably within the mechanical services, HVAC, plumbing, or construction industry.
- Previous experience coordinating and scheduling field technicians, service teams, or tradespeople.
- Experience overseeing day-to-day administrative operations and supporting business efficiency, productivity, and profitability.
- Demonstrated ability to manage multiple priorities, coordinate changing schedules, and respond effectively to urgent service requests.
- Strong organizational and time-management skills, with the ability to work in a fast-paced, deadline-driven environment.
- Excellent communication and interpersonal skills, with the ability to coordinate effectively with customers, technicians, and internal stakeholders.
- Proven customer service skills, including handling inquiries, resolving concerns, and managing unexpected scheduling changes professionally.
- Experience with dispatching, resource allocation, and matching service requirements with appropriate technical personnel.
- Strong problem-solving and decision-making abilities, particularly when managing last-minute changes and emergency callouts.
- Proficiency with Microsoft Office and scheduling, dispatch, or service management software.
- Ability to identify operational inefficiencies and contribute to process improvements and cost optimization.
- Experience coordinating municipal permits, inspections, and related documentation is an asset.
- Familiarity with BSI Online and BC One Call is an asset.
- Ability and willingness to provide after-hours telephone coverage as required.
Compensation
- $80,000-130,000 annual base salary
- Profit sharing
- Company cell phone
- Company uniform
- Business/travel expenses
- Extended health benefits
- Paid time off
