Service Dispatcher

About the role

ODM is seeking an experienced and friendly Service Coordinator to join our Richmond Service Team.

Responsibilities

• Develop and maintain short/long-term schedules for Service Technicians and meet weekly with the service manager and team leads to discuss technician workload and scheduling.
• Contact customers to schedule Technician visits, per individual customer requirements and communicate with customers throughout all stages of work completion.
• Schedule and dispatch the appropriate Technician for service calls/quoted repairs/inspections and ensure that all work is logically scheduled in a cost-effective way to meet our customer obligations.
• Absorb and distribute customer information to technicians for work completion.
• Aid in answering the service phone line and route calls and issue work orders upon request (internal or external).
• Create purchase orders and order or pre-order necessary materials for repairs or maintenance.
• Track material shipments and ensure customer is updated on estimated arrival.
• Enlist the aid of the service manager in the event of material issues.
• Respond to knowledge requests or service calls from internal and external customers professionally and in a timely fashion.
• Solicit assistance from the service manager where applicable.
• Ability to stay calm and patient yet also maintain a sense of urgency when handling emergencies and/or experiencing heavy workloads.

Qualifications

• Service coordination or project management experience for a service contractor (preferably plumbing).
• General understanding of plumbing equipment and systems (preferred).
• Ability to work a flexible schedule including overtime (when necessary).
• Possess the courage to make informed decisions without outside input.
• Ability to perform multiple activities in a timely manner with high accuracy.