Job Title: Dispatcher / Field Operations Agent (Bilingual Spanish/English) – Experienced - Entry Level
Location: Onsite, Mississauga, ON
The Field Operations Dispatch department at Home Water is the heart of the organization. It focuses on all the activities happening out on the field, supporting technicians and installers through managing availability and schedules, assigning service appointments, and validating paperwork. It also manages the shipment of goods to customers as well as scheduling services with customers and collection of payment in select circumstances over the phone.
The team is focused on reliable and timely execution. We run daily and weekly processes to keep the business moving. We identify and resolve issues and recommend process improvements. Our operations our open to the Field Techâs and customers 7 days a week, starting promptly 9 AM CST thru 7 PM CST.
Job Summary:
The Dispatcher shall be responsible for daily interactions with our North American field service technicians / installers and the end user or consumer i.e. customer. This involves preparation to ensure jobs are well defined, real-time support i.e. ârapid fire supportâ with inbound calls, outbound calls, incoming an outgoing text messages and Whatâs App messaging requiring immediate response while jobs are being executed, and wrap-up work to ensure jobs are closed out in our Salesforce Field Service Lightning (FSL) system. The Dispatcher interacts with technicians/installers as well as other internal team members such as Customer Service, Finance, and Operations staff and lastly most importantly the customer (end consumer) on an at-need rapid fire basis. The job does involve shift work to support live operations in North America.
Responsibilities include, but are not limited to:
Handle inbound text messaging, response times, 8-10 seconds reply, inbound call answering within a Service Level Performance of 90%25 within 60 seconds being the goal.
Handle upwards of 400 customer calls in and outbound in a month which does not include text message responses, What’s App Interactions with Technicians and other MS Teams Customer Service and Sales Department inquires. All of which are a real – time rapid response environment with a pleasant solutions-oriented attitude with polite servant minded mannerisms and delivery thereof communication style.
Provide real-time “rapid response” support to technicians as they work through a fast-paced and changing schedule.
Make “on the fly” and “rapid response” communications to schedule and reschedule appointments driven by either the technician interactions with dispatch or via direct consumer interaction, ensuring items are handled in a please and accommodating customer service manner, again to both the internal (technician) and external buying consumer.
Review and adjust the auto-generated daily job schedules for each technician to ensure that work is distributed in a fair and efficient way to minimize unproductive time/cost. This requires a willingness to learn local geography and monitor road conditions in the geography being worked.
Troubleshoot technical and logistical issues in real time and make decisions regarding whether/how to proceed with jobs based on established business rules. Interaction with technicians is primarily via online chat (Salesforce, MS Teams or What’s App Chatter) and may also include telephone/videoconference contacts.
Review records for completed jobs to ensure all steps were completed and information was gathered. Perform Work Order and Service appointment checklist and completion for each appointment in the moment a appointment is completed to identify any missing tasks and prevention of revenue recognition.
Review records for incomplete jobs and ensure the required actions are taken to close them out. Maintaining accurate data within our Salesforce system is critical to delivering good service to customers and allowing for accurate measurement of our business.
Follow direction of the Team Lead Captain of the Dispatch team as well as the most senior Dispatch members to ensure your individual onboarding is successful.
Take ownership for the teams results and participate in team KPI score cards and performance standards, including an not limited to stack ranking performance metrics of each team member for visibility of striving to improve the overall departments performance.
Team player and servant attitude to the field technician team needing support with customers.
Performs other relevant functions that maybe assigned from time to time.
Onsite required, as needed.
Required Skills:
Extremely clear written and verbal English & Spanish communication.
Clear reasoning and problem-solving skills, with a desire to deliver great customer experiences, BOTH to the internal (tech) and external customer, i.e. the buying customer
Attention to detail demonstrated through past work involving daily processes and complex systems
Possess a demeanor that is pleasant and solutions-oriented attitude in mannerisms and delivery.
Has a great sense of urgency and the ability to toggle back and forth with rapid response processes, from text, to calls inbound and outbound calling and live “What’s App interaction” at a “rapid fire pace’!
Team Player, willing to listen to “understand” how to be better and handle volume vs. listening to respond, albeit becoming a “owner mentality to the teams cohesive work and production gpals.
Ability to give direction to customer or technicians in problem solving with transactions and interaction; learn the product and process to thoroughly understand solutions support to both parties
Have good understanding of North American geography
Has at a minimum an intermediate knowledge of the MS Office suite of applications
Desirable Skills:
Experience in customer service or other roles involving live interactions in English & Spanish, able to fluently go back and forth quickly
Experience in roles requiring scheduling of appointments - Dispatch experience
Experience working with Salesforce CRM
Experience working with Salesforce Field Service Lightning
Compensation: $25.00 CAD Per Hour plus discretionary bonus incentive
Benefits: Just Energy, Home Water is committed to supporting our people with benefits that promote growth, wellbeing, and balance. Employees enjoy ccess to comprehensive health coverage, wellbeing tools, and development resources to help them thrive. Competitive pay, free learning and development courses, employee recognition programs nd much more.
Just Energy is committed to fostering an inclusive and accessible work environment. We value diversity and do not discriminate on the bases of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, or any other grounds protected by the Ontario Human Rights Code.
This posting is for an existing vacancy. Just Energy does not use Artificial Intelligence to screen, assess, or select applicants for this position.
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