Senior Service Coordinator

Job Title: Senior Service Coordinator/Dispatcher

Job Description

We are seeking an experienced Senior Service Coordinator to manage technician scheduling, customer communication, and daily service operations for a growing plumbing company. The ideal candidate will serve as the primary point of contact for customers, efficiently handling emergency calls, managing account customers, sequencing technicians, and closing out work orders. This role plays a crucial part in allowing the Service Manager to focus on field estimates.

Responsibilities

• Manage technician scheduling and customer communication.
• Serve as the first point of contact for customers and handle emergency calls.
• Protect account customers by prioritizing their needs.
• Sequence technicians effectively to maximize efficiency.
• Close out work orders promptly and accurately.
• Ensure smooth daily service operations in a high-volume field service environment.
• Match technicians to jobs based on skill set and job type.
• Maintain strong organizational skills and ensure follow-through on work orders.
• Work on call every 4 weeks.

Essential Skills

• 4+ years of dispatching or coordination experience in the plumbing or HVAC service industry.
• 4+ years of experience in an emergency-based, high-volume field service environment.
• Proven ability to triage and reprioritize tasks effectively.
• Strong organizational skills and attention to detail.
• Excellent communication and customer service skills.
• Ability to remain calm and effective under pressure.

Additional Skills & Qualifications

• Red Seal Plumber certification is a plus.
• Experience in automotive or tool repair shop is advantageous.
• Experience with permit and inspection processes.
• Pre-set estimating experience in camera inspections, drain repairs, hot water tank replacements, and PRV replacements.
• Self-starting commercial instinct with the ability to identify slow days and generate new job opportunities.
• Effective communication skills with technicians, customers, and municipalities.
• Resilience and ability to perform under stress and volume.
• Ownership mentality with a commitment to completing tasks end to end.
• Sound judgment on prioritization without the need for escalation.
• Customer-facing warmth and the ability to make customers feel heard.
• Coachable on processes and standards.
• Motivated by growth opportunities.

Work Environment

The position is based onsite at a warehouse/shop in Burnaby. The standard work schedule is 8 hours per day, starting between 7:30 and 8:00 am, with flexibility until 4:00 pm. The role includes on-call duties every 4 weeks. The work environment is supportive, with a small, team-oriented culture and direct access to ownership. Employees enjoy benefits such as bonuses and perks based on performance, extended health and dental coverage after a 3-month probationary period, a company vehicle or shop vehicle, a company phone, and a company Visa for parts and team lunches. The company is actively growing, providing ample opportunities for professional development.

We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected

classification.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This temporary role may be eligible for the following:

• Medical, dental & vision
• RRSP
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Transportation benefits
• Employee Assistance Program
• Time off/Leave (PTO, Vacation, or Sick Leave)

This is a Permanent position based out of Burnaby, BC.

The pay range for this position is $80000.00 - $125000.00/yr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

This is a fully onsite position in Burnaby,BC.

Aston Carter fournit des solutions de talent de classe mondiale à des milliers de clients à travers le monde. Spécialisés dans la comptabilité, la finance, les ressources humaines, l'acquisition de talents, les achats, la chaine d'approvisionnement, et certaines professions administratives, nous étendons les capacités des entreprises à la pointe de l'industrie. Nous nous appuyons sur notre profonde expertise en matière de recrutement et sur notre vaste réseau pour répondre aux besoins évolutifs de nos clients et de notre communauté de talents avec agilité et excellence. Avec des bureaux aux États-Unis, au Canada, en Asie et en Europe, Aston Carter est au service d'un grand nombre d'entreprises du classement Fortune 500. Nous sommes fiers d'avoir remporté la désignation « Prix Platine » dans le cadre des prix Best of Staffing® Client et Talent décernés par ClearlyRated.

Aston Carter est un employeur souscrivant au principe de l'égalité des chances et accepte toutes les candidatures sans tenir compte de la race, du sexe, de l'âge, de la couleur, de la religion, des origines nationales, du statut d'ancien combattant, d'un handicap, de l'orientation sexuelle, de l'identité sexuelle, des renseignements génétiques ou de toute autre caractéristique protégée par la loi.

Si vous souhaitez faire une demande d'accommodement raisonnable, tel que la modification ou l'ajustement du processus de demande d'emploi ou d'entrevue à cause d'un handicap, veuillez envoyer un courriel à [email protected] pour connaître d'autres options d'accommodement.

Ordonnance sur l'égalité des chances de San Francisco:Conformément à l'Ordonnance sur l'égalité des chances de San Francisco, pour tous les postes situés dans la ville et le comté de San Francisco, nous examinerons les candidatures des personnes qualifiées ayant un casier judiciaire ou des antécédents criminels.

Utilisation de l'intelligence artificielle (IA):Nous pouvons utiliser l'intelligence artificielle (IA) pour soutenir certaines étapes de notre processus d'embauche, notamment la recherche, la présélection et l'évaluation des candidatures. L'IA aide à analyser les candidatures et les qualifications, mais les décisions finales sont prises par notre équipe de recrutement. En soumettant votre candidature, vous reconnaissez et acceptez que celle-ci puisse être examinée à l'aide d'outils d'IA.

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email [email protected] for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.