Position Summary
The Service Dispatcher / Order Taker is the first point of contact for our residential, commercial and agricultural service customers. You will take service requests, gather the details our electricians need, and schedule and dispatch technicians so jobs run on time and customers stay informed. You are the link between the customer, the field and the office.
Key ResponsibilitiesOrder taking and customer service
- Answer incoming calls, emails and web requests professionally and promptly
- Ask the right questions to understand the problem, including whether there is a power outage, burning smell, sparking or tripping breakers, and how urgent the situation is
- Record accurate customer details, site address, access instructions, contact numbers and job notes in the job management system
- Identify safety hazards and escalate emergencies to the on-call electrician or service manager right away
- Explain service call fees, scheduling windows and next steps clearly
- Offer maintenance agreements and follow-up services where appropriate
Scheduling and dispatch
- Assign and schedule service calls based on technician skills, location, availability and job priority
- Route trucks to minimize drive time and keep the schedule efficient
- Adjust the day's schedule for emergencies, cancellations and jobs that run long
- Monitor job status throughout the day and stay in contact with technicians
- Confirm appointments and notify customers of delays or technician arrival times
Job coordination and administration
- Create, update and close work orders accurately
- Coordinate parts and materials with purchasing or the warehouse when a job needs a return visit
- Support permit, inspection and quote follow-ups as directed
- Check that completed jobs are documented and passed to billing on time
- Follow up on callbacks, warranty calls and customer complaints, and escalate when needed
- Keep dispatch boards, customer records and pricing information current
Team and compliance
- Follow company safety policies and communicate safety information to the field
- Protect customer information and maintain professional, courteous communication at all times
- Perform other office duties as assigned
QualificationsRequired
- High school diploma or equivalent
- 1 or more years of experience in dispatch, customer service, call center or office administration
- Strong verbal and written communication skills
- Comfortable multitasking and staying calm under pressure
- Good computer skills (email, scheduling software, Microsoft Office or Google Workspace)
- Accurate data entry and attention to detail
- Reliable, punctual and able to work independently
Assets
- Experience in the electrical, HVAC, plumbing or other trades
- Familiarity with field service software such as ServiceTitan, Service Fusion, FieldEdge or Jobber
- Basic understanding of electrical terminology and Alberta service call workflows
- Knowledge of the local area and its surrounding communities
- Experience handling after-hours or emergency calls
Skills and Attributes
- Friendly, professional phone manner
- Strong problem-solving and prioritization skills
- Clear, patient communication with both customers and technicians
- Organized, dependable and accountable
- A team player who takes ownership of the customer's experience
Working Conditions
- Office-based, with extended time on the phone and computer
- Fast-paced environment with shifting priorities
- Occasional overtime or on-call rotation during busy periods or emergencies
Success Measures
- Calls answered promptly and accurately recorded
- Technician schedules that stay full and efficient
- High on-time arrival rate and first-visit completion
- Low rate of missed or incorrectly booked calls
- Positive customer feedback
What We Offer
- Training and advancement opportunities
- Supportive team environment
