At Glass Doctor, our customers and team come first. We are looking for an experienced, highly organized Operations Coordinator who thrives in a fast-paced environment and understands the importance of urgency, communication, and follow-through.
This position is at the centre of our daily operations. You will coordinate our glass technicians, manage schedules, monitor jobs throughout the day, ensure materials are ordered and ready, and keep customers informed.
We are looking for someone who doesn't just manage a schedule - we need someone who takes ownership, anticipates problems, acts with urgency, and keeps things moving.
Key Responsibilities
Scheduling & Dispatching
- Coordinate and schedule customer appointments, measurements, service calls, and installations.
- Dispatch technicians efficiently based on location, job requirements, customer commitments, and available resources.
- Actively monitor the day's schedule and job progress to ensure work is being completed on time.
- Adjust schedules quickly when delays, cancellations, emergencies, or other issues arise.
- Ensure emergency service calls are handled with the appropriate urgency.
- Work with technicians throughout the day to minimize downtime and maximize productivity.
- Help keep the team focused on achieving weekly and monthly targets.
Customer Service & Communication
- Put the customer experience first when making scheduling and operational decisions.
- Act as a primary point of contact for customers regarding scheduling, order status, installations, and service inquiries.
- Proactively provide customers with updates - customers should not have to chase us for answers.
- Immediately communicate delays, schedule changes, or other information that may affect the customer.
- Address customer questions and concerns professionally and with urgency.
- Take ownership of issues and follow through until they are resolved.
- Maintain clear communication between customers, technicians, sales, suppliers, and management.
Ordering & Job Readiness
- Ensure glass, materials, hardware, and supplies are ordered promptly.
- Follow up on outstanding orders and supplier timelines.
- Confirm that all required materials and job details are available before installations are scheduled.
- Identify missing materials or information early to prevent unnecessary delays or return trips.
- Work with the team to keep jobs moving from the initial sale through to completion.
Operations & Record Keeping
- Identify scheduling, material, or operational issues and take action to resolve them quickly.
- Look for solutions rather than simply identifying problems.
- Maintain accurate customer, scheduling, and job information within company systems.
- Document customer conversations, scheduling changes, delays, and important job details.
- Look for opportunities to improve scheduling efficiency, technician productivity, and customer service.
What We're Looking For
- High school diploma or equivalent.
- 3–5 years of proven experience in dispatching, scheduling, operations coordination, service coordination, or a similar role preferred.
- Experience coordinating field technicians, tradespeople, or installers is an asset.
- Glass, construction, skilled trades, or home-service industry experience is beneficial.
- Strong customer-first mindset and sense of urgency.
- Excellent organizational and multitasking skills.
- Strong verbal and written communication.
- Exceptional follow-through and attention to detail.
- Ability to prioritize and make decisions in a busy, constantly changing environment.
- Strong problem-solving skills and the ability to remain calm under pressure.
- Comfortable using scheduling software, Word, Excel, Gmail, and other computer applications.
What We Offer
- $25.00–$30.00 per hour, based on experience
- Paid training
- Bonuses & incentives
- Benefits package
- Company-provided technology
- Opportunities for growth and advancement
Join Our Team
At Glass Doctor, great customer service means more than being friendly. It means responding quickly, communicating proactively, keeping commitments, and taking ownership when something needs attention.
If you're someone who sees what needs to be done, takes initiative, enjoys solving problems, and takes pride in keeping both customers and technicians informed and organized, we'd like to hear from you.
