Dispatcher - Installation Technician

We are looking for a Dispatcher - Installation Technicians to be located in either our Fredericton or Woodstock NB, Calgary, AB, and or Cornwall, ON office. Reporting to the Manager, Workforce & Capacity Planning this role will be responsible for supporting a team of Installation Technicians by contacting customers, establishing appointment times, and responding to incoming changes to scheduling. This role requires flexibility to work evenings.

Key responsibilities include:

• Monitor the appointment/dispatch board; confirm and move calls when necessary
• Ensure technicians are efficiently routed and dispatched to the appropriate calls
• Pulling calls forward to ensure technicians' days are full
• Provide administrative support for installation technicians and management of urgent issues as they arise
• Aid and provide support to cross-functional departments
• Answer incoming customer calls and update call logs, call records, and other important documentation
• Make customer calls in order to schedule/reschedule appointments for new installations or service work
• Ensure installation technicians have the proper instructions and information required to perform their duties
• Prioritize and organize calls according to urgency
• Work closely with other frontline managers to address quality of service issues
• Identify scheduling challenges and work with department managers to find solutions

The ideal candidate will possess:

• Bilingual (French/English) is asset
• 2 years of customer service experience required
• Previous dispatching experience is considered an asset
• Problem solving skills
• Excellent customer service skills; strong communication skills, both written and oral
• Must be able to organize, prioritize and multi-task effectively
• Professionalism and tact in representing the company to our customers
• Independent and prudent judgement
• Excellent time management skills with attention to detail
• A working knowledge of MS Office (i.e. MS Project, Word, Outlook, Excel and PowerPoint)
• Ability to work in a fast-paced, dynamic environment

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

Company Overview:

Xplore Inc. is Canada's fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.