Dispatcher/Service Installation Co-ordinator

Full-time, Permanent

Rhyno’s merged with Langille’s Plumbing & Heating in April 2020 to better serve the south shore & surrounding communities. Rhyno’s has a successful 45-year track-record in Heating, Ventilation, Air- conditioning and Refrigeration. More recently, we’ve added Plumbing and Sheet Metal fabrication to better serve our growing list of commercial, residential, industrial, and marine customers.

Rhyno’s focus is to deliver high quality customer service to our residential and commercial customers across our region. From one day installations to multi-phase construction projects, our experienced team is dedicated to ensuring every solution matches our customer needs.

Rhyno’s is looking for a full-time Dispatcher/Service & Installation Co-ordinator to join our team! The Dispatcher/Service & Installation Co-ordinator will be responsible to respond to emergency and non-emergency calls for help and information while prioritizing and recognizing emergency requests. It will be essential to manage manpower to ensure the proper skillset is dispatched to the appropriate locations to ensure resolution and customer satisfaction. The Dispatcher/Service & Installation Coordinator is a key Customer Service Representative for the company and is expected to deliver a superior Customer Experience.

This is an excellent career opportunity for a very personable and energetic person who has the temperament to diplomatically deal with both customers and internal team members in getting the job done. Prior experience as a plumbing technician or in the plumbing field would be an asset.

Responsibilities

  • Take incoming customer calls.

  • Be professional and establish customer rapport, encouraging repeat business and promoting the brand while providing a high level of customer service.

  • Respond to customer requests & resolve customer issues.

  • Schedule and co-ordinate all service calls as they are received.

  • Create work orders for all service calls in company’s accounting system.

  • Relay accurate information to technicians to ensure quality customer experiences.

  • Manage the whereabouts and needs of technicians in the field.

  • Update customers throughout the day on the technician’s progress.

  • Debrief with technicians after completion of calls to determine action for follow-up.

  • Respond to all messages from after-hours calls.

  • Maintain the dispatch board/schedule.

  • Forecast workload for 2-3 days out.

  • Follow-up on all pending and recommended work with customers.

  • Complete quotes for repairs and contact customers for approval.

  • Maintain technician on-call schedule.

  • Maintain customer history files in database.

  • Other duties as assigned.

Schedule

  • 7:30am-4:30pm, Monday-Friday

Work remotely

  • No

Why work with us?

  • Collaborative work environment

  • Competitive pay

  • Comprehensive health plan (after 3-months)

  • Group RRSP

Skills & Qualifications

  • High school diploma or general education degree (GED)

  • 1+ year(s) related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience (preferred)

  • Previous knowledge of the HVAC, refrigeration & plumbing industry strongly preferred

  • Prior experience as a plumbing technician or in the plumbing field would be an asset.

  • Advanced customer service skills

  • Ability to work independently and be a self-starter

  • Effective listening skills as well as a high level of written & verbal communications skills

  • Ability to build trust and demonstrate empathy

  • Ability to diffuse conflict and hold others accountable

  • Excellent interpersonal, stress management, time management & decision-making skills

  • Ability to prioritize, multi-task and have effective organizational skills

  • Attention to detail and high level of accuracy

  • Must be able to solve problems and have an attention for being solutions focused

  • IT competent; good typist and proficient with phone systems

  • Highly motivated, flexible and positive attitude

  • Possess cultural awareness and sensitivity

  • A personality that blends well with a fast-paced, goal-driven environment

  • Demonstrate sound work ethics​

Benefits:

  • Casual dress

  • Dental care

  • Disability insurance

  • Employee assistance program

  • Extended health care

  • Life insurance

  • On-site parking

  • Paid time off

  • RRSP match

  • Vision care

COVID-19 considerations:

All employees required to wear face-masks in common areas & when 6ft distance isn't possible. Hand sanitizer and disinfecting wipes provided.

If you think you'd be a great fit with us here at Rhyno's / Langille's Plumbing & Heating,
please send your resume to joinourteam@rhynosltd.com