We are seeking an organized, responsive, and customer-focused Lead Dispatch and Customer Service Representative to schedule field technicians and contractors, coordinate service tickets and projects, monitor service and project commitments, manage customer requests, and keep customers and internal teams informed throughout the request lifecycle.

The successful candidate will also provide day-to-day dispatch leadership by supporting queue coverage, workflow consistency, documentation quality, and timely escalation of service risks.

Key Responsibilities

· Prioritize requests based on urgency, customer impact, contractual requirements, and available resources.

· Schedule and dispatch field technicians based on technical requirements, geography, availability, and customer commitments.

· Coordinate approved contractors, including site details, scope, required paperwork, and follow-up.

· Monitor technician schedules, ticket progress, Service Level Agreement(SLA) requirements, and potential service risks.

· Provide timely status updates to customers, technicians, and internal stakeholders, including changes, delays, and next steps.

· Escalate critical incidents, scheduling conflicts, resource constraints, and SLA risks to management.

· Coordinate queue and on-call coverage and support consistent dispatch and customer-service processes.

· Respond to customer inquiries by phone and email in a professional and timely manner.

· Open Service tickets promptly and ensure customer, site, equipment, contact, and service details are complete.

· Prepare Service quotations using approved pricing, follow up on approvals, and document customer authorization.

· Coordinate with Procurement to confirm equipment requirements, availability, and pricing.

· Prepare sales orders and completed work orders for invoicing,



ensuring supporting documents, time entries, and closing remarks are complete.

· Close tickets promptly after confirming documentation and billing requirements have been satisfied.

· Identify workflow gaps and contribute to service, ticket-quality, and process improvements.

What You Bring

· Customer service experience in dispatch, service coordination, a call centre, or a technical support environment.

· Experience coordinating field technicians, service teams, or external contractors.

· Strong written and verbal communication skills.

· Excellent organization, prioritization, follow-through, and attention to detail.

· Ability to assess urgency, manage competing priorities, and escalate concerns appropriately.

· Comfort reviewing quotations, work orders, technician time entries, closing comments, and billing documentation.

· Proficiency with Microsoft Outlook, Teams, Word, and Excel, plus experience using ERP or service-management systems.

· Ability to work independently and collaborate effectively in a quick-paced service environment.

· A proactive, practical, and customer-focused approach to problem-solving.

· Flexibility to provide additional or after-hours support when operationally required.

· Bilingual capability is an asset but is not required.

Key Competencies

- Customer focus
- Dispatch and scheduling coordination
- Ticket lifecycle management
- Clear communication
- Sound judgment and escalation
- Accountability and follow-through
- Teamwork and collaboration
- Adaptability and continuous improvement

Pay: $50,000.00-$55,000.00 per year

Benefits:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- RRSP match
- Vision care
- Work from home

Work Location: Hybrid remote in Ontario

📌 National Dispatcher (Ontario)
🏢 Important Company of the Sector
📍 Ontario