DISPATCHER / CUSTOMER SERVICE REPRESENTATIVE (CSR)
Job Type: Full-Time, Seasonal Contract
Work Arrangement: Hybrid
Term: September 1, 2026 – March 31, 2027 (with potential for extension or permanent employment)
Salary: $40,000–$60,000 annually (based on experience)
JOIN THE HARLOW GROUP:
The Harlow Group is a trusted provider of residential and commercial snow and ice management services throughout the Ottawa area. We pride ourselves on delivering reliable service and exceptional customer care during Ontario's toughest winter conditions.
We're looking for an organized, customer-focused Dispatcher / Customer Service Representative (CSR) to join our Operations team for the upcoming winter season. This is an excellent opportunity to play a key role in coordinating snow removal operations while delivering exceptional service to our residential and commercial customers. For the right candidate, there is potential for the position to extend beyond the season or become permanent.
As the first point of contact for our customers, you'll help ensure every service request is handled professionally while supporting the coordination of daily snow removal operations. This role requires strong communication skills, sound judgment, attention to detail, and the ability to thrive in a fast-paced environment, especially during winter weather events.
WHAT YOU'LL DO:
Customer Service
- Serve as the primary point of contact for residential, commercial, and property management customers.
- Answer incoming phone calls, emails, and customer inquiries promptly and professionally.
- Provide accurate information regarding service schedules, weather-related operations, delays, and expected response times.
- Receive and process new service requests.
- Resolve customer concerns whenever possible and escalate issues when additional support is required.
- Conduct follow-up communications to ensure customer satisfaction.
- Maintain professionalism and confidentiality when handling customer information.
Dispatch & Operations
- Schedule and dispatch snow removal crews, equipment operators, and subcontractors.
- Coordinate operations before, during, and after snow events.
- Monitor weather forecasts and communicate operational updates to field staff and management.
- Track route completion, crew progress, and service delivery throughout weather events.
- Coordinate emergency and priority service requests.
- Maintain clear communication with field personnel to ensure efficient operations.
- Assist with coordinating equipment availability and subcontractor scheduling.
Administration
- Create and maintain customer accounts using Followsoft.
- Enter service requests, work orders, customer notes, and dispatch information accurately.
- Maintain dispatch records and operational documentation.
- Process completed work orders for invoicing.
- Assist with preparing customer quotations, service agreements, and general administrative correspondence.
- Maintain organized electronic records and files.
- Prepare operational reports as required.
WHAT WE'RE LOOKING FOR:
Required Qualifications
- High school diploma or equivalent.
- Minimum two (2) years of customer service experience.
- Excellent verbal and written communication skills.
- Strong organizational and time management skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong computer skills, including Microsoft Office and Google Workspace.
- Professional telephone etiquette and a customer-first mindset.
Preferred Qualifications
- Previous dispatch, scheduling, logistics, or operations coordination experience.
- Experience in the snow removal, landscaping, construction, transportation, or property maintenance industries.
- Experience using Followsoft or similar dispatch software.
What Makes You Successful
The ideal candidate is someone who:
- Delivers exceptional customer service in every interaction.
- Communicates confidently with customers, field crews, and management.
- Stays organized and composed during busy weather events.
- Makes sound decisions under pressure.
- Pays close attention to detail.
- Works collaboratively while also being able to work independently.
- Takes initiative and enjoys solving problems.
Working Conditions
- Hybrid work arrangement with extensive telephone and computer use.
- Fast-paced work requiring frequent multitasking.
- Workload increases significantly during winter weather events.
- Flexibility to work evenings, weekends, holidays, and extended hours during snow operations as required.
Physical Requirements
- Prolonged periods of sitting while working on a computer and telephone.
- Frequent keyboarding and data entry.
- Ability to occasionally lift materials weighing up to 20 lbs.
WHY JOIN THE HARLOW GROUP?
- Competitive salary based on experience.
- Hybrid work arrangement.
- Opportunity to play a critical role in winter operations.
- Supportive and collaborative team environment.
- Potential for contract extension or permanent employment.
- Opportunity to make a meaningful impact with a growing Ottawa-area company.
If you're organized, customer-focused, and ready to help keep our operations running smoothly throughout the winter season, we'd love to hear from you. Apply today and become part of The Harlow Group team.
Pay: $40,000.00-$60,000.00 per year
Benefits:
- Casual dress
- Flexible schedule
- On-site parking
- Paid time off
- Work from home
Work Location: Hybrid remote in Kanata, ON
