Kal Tire Hiring for Field Service Dispatcher – After Hours (Remote Opportunities – 6 Month Contract) at Vernon, BC Full Time

Role Details

Department: Stores

Reports To: Supervisor, Dispatch Operations

Role Purpose

The Afterhours Field Service Dispatcher serves as the first point of contact for customers requesting emergency roadside service outside of regular business hours. The Dispatcher is responsible for processing inbound and outbound customer communications with a prompt and professional approach, taking appropriate action to ensure that the correct service technician has been dispatched and that the necessary information has been shared in an accurate and timely manner. This role is also responsible for creating work orders in the Kal Tire POS system and locating the appropriate stock using the information collected from the customer during the initial dispatch communication.

Core Responsibilities

Customer Service

• Manage customer communications while following various service scripts to ensure the accurate collection of pertinent information.
• Identify customer needs, address inquiries and problem-solve during stressful situations.
• Decisively resolve issues and take appropriate action with little supervision, escalating to the necessary parties when a solution cannot be determined.
• Ensure that customers are being provided with their preferred products and services which are outlined in their Fleet Guides and Billing Instructions. This includes staying up-to-date on company provided product and service knowledge.
• Clearly document all service calls for service tracking and billing.
• Prioritizes service request under different emergency and non-emergency scenarios.• Provide field service units (technicians), with clear information about service calls, location breakdown details and inventory requirements
• Build on existing customer relationships and identify new business leads through a personalized customer experience, effective communication and prompt follow-up.
• Process credit card pre-authorizations for cash customers through Moneris and complete transactions as required upon completion of service delivery in adherence to PCI compliance standards.

Scheduling & Dispatch

• Qualify customer needs in order to determine urgency and provide realistic ETA’s to customers based on the level of current service demands
• Schedule and dispatch Field Service Technicians to appropriate locations according to customer requests, specifications or needs.
• Create work orders in the Kal Tire POS system that accurately reflect the services and products requested by the customer, referencing customer Fleet Guides and Billing Instructions as required.
• Provide vital information about work orders pertaining to service requirements and relay any customer indicated hazards to the Field Service Technicians.
• Monitor Field Service Technician locations, productivity and service call status using the Kal Tire ClickSoftware application to accurately coordinate service; escalate to handle exceptions as necessary.
• Meet or exceed the afterhours Field Service SLA’s, some of which are customer specific.

Inventory Management

• Determine if product is required and locate local inventory to determine if a product pick-up should be coordinated before dispatching the Field Service Technician.
• Schedule service for the customer to be completed by store locations during business hours should the required product not be available during an afterhours service call.
• For urban markets, determine the correct Field Service Technician to assign based on home store stock availability and dispatch accordingly.

Key Performance Indicators

• Promptly handle customer communications; service related and general inquiry alike.
• Accurately record information from the customer limiting the number of interactions to two; one to collect all necessary information required to create the work order and dispatch the service call; and second, to provide the customer with an accurate and realistic ETA
• Relay pertinent and complete information to the Field Service Technician during dispatch.
• Level of achievement measured against Field Service SLA’s and key service metrics.
• Quality assurance reviews of call recordings and live customer interactions.
• Customer feedback.

Promotion and Hiring Requirements

Work Experience

• Preferable a minimum of 1 year customer service experience

Knowledge, Skills and Abilities

• Customer service driven
• Excellent communication skills (oral and written)
• Professional phone etiquette
• Detail oriented
• Strong organizational skills with the ability to multi-task
• Ability to build and maintain customer relationships
• Demonstrated problem solving skills
• Accurate typing skills (minimum 60 wpm)
• Ability to work independently and under pressure
• Experience with POS (Point of Sale) systems
• Fluent in English (oral and written)

Education

• Grade 12 or GED equivalent

Special Requirements

• Ability to work evening and/or night shift is required

Kal Tire AIMS

Must be consistently able to demonstrate the Kal Tire AIMS:

• Earn trust of customers by providing them with quality and value of service and products.
• Work productively, efficiently, and contribute.
• Work towards expansion of the company and maintain competitiveness in the industry.
• Honesty and Integrity.

Negotiable Requirements

• Previous call center experience
• Successful work experience as dispatcher or other relevant position
• Automotive background and/or experience
• Understanding of mechanical fundamentals / general mechanical aptitude• Commercial tire experience
• Regional geographic knowledge of Canada’s larger urban cities is considered an asset – Toronto, Winnipeg, Calgary, Edmonton and Greater Vancouver Area
• Fluency in a second language is considered an asset• AP/AR experience is considered an asset

Kal Tire Competencies

Foundational Competencies

• Communication – Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Organizationally Savvy – Builds understanding of the organization, understands others’ roles and perspectives and utilizes relationships to create results.
• Plan and Organize – Plans and prioritizes work to meet commitments that align with organizational goals. Effectively handles multiple demands and competing deadlines.
• Relationship Management – Develops, builds and maintains trusting relationships with internal and external stakeholders. Maintains partnerships that can provide information, assistance and support. Able to navigate across all areas and levels of the organization.

Core Competencies

• Adaptable – Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure and adjusts plans to meet changing needs.
• Continuous Improvement – Questions and challenges current process and systems to identify opportunities for improvements. Creates ways to be successful.
• Customer Focus – Builds strong customer relationships and delivers customer-centric solutions.
• Mentor and Coach – Empowers others to achieve results through coaching and mentoring; helps others develop their capabilities and grow their career. Provides feedback in a supportive manner.
• Problem Solve – Ability to break down a situation into smaller pieces to identify key issues; figuring out cause and effect relationships in order to solve. Wisely considers alternatives and takes responsibility for decisions. Uses logic and analytical methods to come to a realistic solution.
• Technical Savvy – Understands specialty equipment and software, keeps knowledge up-to-date and is a technical resource for others, following technology practices and standards.