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Dispatcher/Service & Installation Co-ordinator

Full-time, Permanent

Established in Dec 1975, Rhyno’s specializes in heating, cooling, ventilation, refrigeration and plumbing. Rhyno’s is focused on delivering high quality customer service across the south shore and surrounding areas. From one day installations to multi-phase construction projects, our experienced team is dedicated to ensuring every solution matches our customer needs.

 

Our team of Red Seal specialists in HVAC/R, Oil, Gas, Plumbing, Electrical and Sheet Metal grows every year. With our mentoring, quality, and safety programs, we are committed to staying at the forefront of our industry.

 

Rhyno’s is looking for a full-time Dispatcher/Service & Installation Coordinator to join our team! The Dispatcher/Service & Installation Coordinator is responsible for responding to incoming phone calls and scheduling both emergency and non-emergency calls. This role is essential in ensuring 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 at all times.

 

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 field technician would be an asset but not required.

Responsibilities

  • Take incoming customer calls, dispatch work orders and triage to the appropriate technicians.

  • Prioritize calls according to urgency and importance.

  • Monitor the field technician’s status throughout the day to coordinate and prioritize their schedule

  • Establish customer rapport, encouraging repeat business and promoting the brand while provide a high level of customer service.

  • Relay accurate information to technicians to ensure customer’s issues are met.

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

  • Proactively address problems and requests related to the Service Department by transmitting information or providing solutions

  • Respond to all service requests from after-hours calls.

  • Forecast workload for 2-3 days out.

  • Keep customers updated on all pending and recommended work.

  • Ensuring customer files in database are updated and accurate.

  • Quote repairs and communicate the findings and quote to the customers.

  • 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 but not necessary)

  • Prior experience as a trades technician or in the HVAC/R, electrical, oil & plumbing field would be an asset

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

  • Ability to work under pressure in a very fast paced environment, and respond calmly and effectively to stress

  • Ability to prioritize, multi-task and have effective organizational skills while coordinate schedules, handle calls, internal requests, answering phones, and computer technology

  • Attention to detail and high level of accuracy

  • 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

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

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