Bilingual Dispatcher

Job Description

Job Description

Job Description

About Us:

RG Henderson, a division of Heritage Food Service Group of Canada Limited, is the largest commercial food equipment repair company in the Greater Toronto Area. We provide Repair Services, OEM Parts, Installation, and Planned Maintenance Programs for a variety of commercial food service equipment. We are the leader within our industry and are looking to grow our team!

Position Summary:

In the role of the Bilingual Dispatcher the primary responsibility is providing exceptional service to our customers by managing the schedules of our technician team, and organizing and prioritizing workload. The Bilingual Dispatcher must thrive in an extremely fast paced work environment with high deliverables, and develop excellent working relationships with the technician team. This role will report into the Customer Service Manager.

Responsibilities Include:

• Manage technician communication through inbound/outbound phone calls, email, and text message
• Bilingual French and English language skills are required
• Process customer orders (service tickets) through the computer system, ensuring accuracy
• Be proactive in scheduling and coordinating completion of service orders
• Maintain strong working relationships with the Service Technicians and Service Department
• Responsible for coordinating the daily workflow for Service Technicians
• Route technicians to scheduled jobs with attention to efficiency and customer satisfaction
• Ensure balanced workload for technicians and progression of service orders to completion, to meet monthly service budget targets
• Other duties as assigned

Qualifications:

• 3 to 5 years of customer service experience
• Minimum high school education or equivalent
• Intermediate computer skills: Microsoft office (Word, Excel and PowerPoint), email applications (Outlook) and ability to learn new computer systems
• Ability to type 45 wpm
• Strong data entry skills, basic math and proofreading abilities
• Ability to work in a high pressure, fast paced environment
• Team orientated and customer service approach to work
• Strong time management, organization and multitasking abilities
• Excellent communication skills over the phone, in person, and through email in French and English
• Knowledge of industrial kitchen equipment would be considered an asset

Why Work for Us?

• Comprehensive group benefits
• Training and development opportunities
• An opportunity to learn what it's like to be part of a stable, fast moving, growing company that is the industry leader
• Be part of a fun and collaborative team dedicated to the success of our business
• Input and ideas are always accepted. Your opinion matters here!

We are committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under the applicable accessibility laws.