Intake & Scheduling Coordinator — Castle GLD Group Ltd.
Concord, Ontario | Full-time, permanent | On-site
Overview
Castle GLD Group Ltd. has been servicing commercial and industrial buildings across the GTA for over 30 years. We install and repair commercial glass, doors, locks, and hardware for property managers, building owners, and facility managers who call us because we answer and we show up.
We're hiring an Intake & Scheduling Coordinator for our Concord office, and we're looking for one specific thing above everything else: someone meticulous.
This desk takes every incoming service call, opens the work order, and schedules the technician. The details you capture — suite, access, PO, scope — are what the whole job runs on, and nobody checks them behind you. It's fast, it's interruption-heavy, and the standard is high.
If that's the kind of work you're good at, we'll train you on commercial glass and hardware. You don't need to know the trade. You need to get things right.
The role
You are the first point of contact when a client calls or emails with a service request. This is a fast-paced, phone- and email-heavy, detail-driven role at the centre of the business. Service calls come in all day; your job is to capture them accurately, triage them, and get them onto the board with complete and correct client details. Everything downstream depends on it — when a job is entered wrong at intake, it goes wrong in the field.
What you'll do
- Answer incoming service calls and emails from commercial property managers, tenants, and building staff
- Open and accurately document new work orders in our field service software — site details, scope of the problem, access requirements, PO numbers, and client billing information
- Triage incoming work by urgency: emergency board-ups and lockouts versus scheduled service and quoted work
- Build and maintain the daily and weekly technician schedule, balancing crew availability, geography, and job duration
- Call clients to verify site information, confirm appointment windows, and give notice when a job is rescheduled or running late
- Coordinate with the field team through the day as jobs run long, get cancelled, or turn into something bigger than the original call
- Track open work orders through to completion — chase missing paperwork and photos, confirm the work is done, and move the order forward to invoicing
- Support quoting and material ordering with administrative follow-up, and keep client, site, and contact records current
What we're looking for
Absolute MUST Haves...
- Fluent spoken and written English — you'll be on the phone with clients and building staff all day, and writing work orders our technicians act on without a second set of eyes
- Exceptional attention to detail. A wrong suite number or a missed access code sends a truck to the wrong place, the client waits, and we absorb the cost. This is the single most important part of the job.
- 2+ years in a customer service, intake, dispatch, scheduling, service coordination, or office administration role
- Strong organizational skills and genuine comfort juggling competing priorities without dropping any of them
- The ability to hold your accuracy when the desk is busy — you'll be on a call with two lines holding and a technician waiting on an answer
- Ability to work independently and make sensible judgment calls about what comes first
- Solid computer skills and the ability to learn new software quickly
- Legally entitled to work in Canada
- Able to reliably commute to our Concord location for an on-site role
Preferred Skills
- Experience in a trades or service environment — commercial construction, glazing industry, facilities, security and hardware, property management, or similar
- Experience with field service or dispatch software (BuildOps, ServiceTitan, Jobber)
- Familiarity with PO-based billing and commercial property management clients
What we offer
- $21.00 – $23.00 per hour to start, based on experience, paid bi-weekly. We review pay at three months and again at six, and we move it for people who prove out. We'd rather find someone meticulous and build them into this role than hire on a resume alone.
- Compressed schedule — our office team works a nine-day cycle with every other Friday off, paid, available after three months
- Group health and dental benefits, plus life insurance and long-term disability coverage, after three months
- Paid vacation starting at two weeks, increasing with service
- Free on-site parking
- A stable, established company with low turnover — most of our team has been here a long time
- Real training on our systems, our clients, and the trade — you don't need to know commercial glass and hardware on day one
Our hiring process
We take one extra step that most employers don't: shortlisted candidates complete a short, job-relevant exercise — roughly fifteen minutes, opening a work order from a real-world service call. It's the fairest way we've found to assess the skill this job actually turns on, and it means we're not guessing from a resume.
How to apply
Apply through Indeed with your resume. We review every application and will contact candidates selected for an interview.
Accommodations are available on request for applicants with disabilities throughout our recruitment and selection process. Let us know what you need and we'll work with you.
Required disclosures
- This posting is for an existing vacancy.
- We use automated tools, including artificial intelligence, to assist in screening, assessing, and selecting applicants for this position.
Job Types: Full-time, Permanent, Casual
Pay: $21.00-$23.50 per hour
Benefits:
- Casual dress
- On-site parking
Ability to commute/relocate:
- Concord, ON: reliably commute or plan to relocate before starting work (required)
Application question(s):
- This role is assessed with a short work sample. Shortlisted candidates complete a 20-minute exercise before the interview — creating a new work order and opening a pre-existing work order from a client call, and converting an approved quote into a job. Accommodations are available on request. Are you willing to complete it?
- In one or two sentences: tell us about a time you caught an error in information someone else gave you.
Experience:
- Intake: 2 years (required)
Language:
Work Location: In person
