Dispatcher - Installation Technician at Xplore Inc

Canada

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. Headquartered in Woodstock, New Brunswick, Xplore Inc. is one of Canada’s leading broadband service providers. For over a decade, Xplore has been providing innovative broadband solutions to rural customers at work, home and play across Canada. Today, Xplore offers voice and data communication services through its unique wireless and satellite network that connects Canadians to what matters.    Xplore Field Technicians are proud to be the face of the Xplore brand, performing the best installation and repair services for our residential and business customers.    We are looking for a Dispatcher – Installation Technician to be located in our Fredericton or Woodstock, NB or Cornwall, ON or remotely from Nova Scotia/Newfoundland location. Reporting to the Dispatch Manager, this role will be responsible for supporting customers and technicians by contacting customers, establishing appointment times and responding to incoming changes in scheduling. This role aims to fill the evening shiftwork/rotation requirement, so candidate flexibility to accommodate is a must.   Key responsibilities include: * Monitoring the appointment/dispatch board (confirming and moving calls when necessary) * Ensure technicians are efficiently routed * Ensure the proper technicians are going to the correct call * Responsible for pulling calls forward, always making sure the technicians’ days are full. * Provide admin support for field technicians and crisis manage in the moment issues. * Help aid and provide support to cross-functional departments * Answer incoming customer calls and update call logs, call records and other important documentation. * Making customer calls in order to schedule or reschedule appointments for new installations or service work * Ensure the drivers have the proper instructions to perform their duties * Prioritize and organize calls according to urgency. * Working closely with other frontline managers to address quality of service issues * Identifying scheduling challenges and working with department managers to find solutions The ideal candidate will possess: * 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 (superficially, MS Project, Word, Outlook, Excel and PowerPoint) * Ability to work in a fast-paced, dynamic environment * Knowledge of working standards of Health and Safety, construction and CSA considered an asset   Condition of Employment: 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.