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)

Job Type & Location
This is a Permanent position based out of Burnaby, BC.
Pay and Benefits
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.
Workplace Type
This is a fully onsite position in Burnaby,BC.