KA Customer Care Representative

Principle Duties and Responsibilities:

· Receive and prioritize incoming service requests (calls, emails, portals).

· Dispatch 20+ local technicians to service locations across the region based on location, urgency, and technician availability.

· Call customers to confirm service call appointments and provide necessary updates.

· Coordinate with the warehouse team to ensure timely availability of materials and parts and fulfill replenishment for technicians biweekly or monthly for stocks.

· Monitor technician progress and update schedules in real-time.

· Maintain regular communication with technicians to relay updates, parts status, or site instructions.

· Confirm appointment windows with customers and handle rescheduling as needed.

· Confirm job details and scheduling in FMP360 system.

· Track service order completion, technician hours, and part requirements.

· Manage responses and follow-ups for customer inquiries and service updates.

· Escalate service delays or customer issues to the manager.

· Assist in preparing daily, weekly, or ad hoc dispatch reports for internal use.

· Work with call-intake daily to address and resolve stuck-in-progress orders.

· Provide report on Service Availability and Backlog based on "New SO Ontario Bucket".

· Track total number of follow-ups to be completed and the outstanding.

· Monitor and manage SOs pending for parts, referencing OneNote for updates.

· Effectively manage ETA report to ensure accurate and timely updates

· Manage service orders according to Service Level Agreement (SLA).

· Prepare and provide biweekly reports on the service backlog and progress to the manager.

Knowledge, Skills, and Abilities Required:

· 2+ years experience in dispatching or scheduling, preferably in a field service or construction environment.

· Familiarity with automatic door systems or similar electro-mechanical equipment is an asset.

· Strong communication skills, both written and verbal.

· Strong editing/writing abilities for accurate documentation and customer correspondence.

· Ability to navigate easily in a complex digital environment and use multiple systems.

· Strong organizational and multitasking abilities.

· Ability to prioritize tasks independently and work efficiently under pressure.

· Good judgment in handling scheduling conflicts or customer concerns.

· Comfortable working under pressure and adapting to frequent schedule changes.

· Knowledge of the GTA geography and traffic patterns.

· Ability to take direction well and adapt to evolving priorities.

· Ability to work well within a team and maintain strong internal collaboration.

Computer Skills Required:

· Proficient in Microsoft 365 apps (Outlook, Excel, Teams) and dispatch or FSP systems.

· Proficient with a variety of systems including ERP, CRM, dispatch solutions, and Office365.

Education:

· College degree preferred.

Additional Information:

· Requires extended periods of sitting, reading, and typing.

· This job description is not intended to be an all-inclusive list of duties and responsibilities. Rather, it is intended only to describe the general nature of the job. Employees may be expected to perform other related duties as required to meet the ongoing needs of the organization