Join a Team That's Been Serving Ottawa Since 1910
At Ottawa Plumbing and Heating, we've proudly served Ottawa and the surrounding area for over 100 years. We're looking for an organized, dependable, and customer focused Service Coordinator & Dispatch Administrator to join our growing team.
This is a rewarding role for someone who enjoys variety, problem-solving, and staying organized. As the first point of contact for many of our customers, you'll play an important role in creating a positive customer experience while helping keep our technicians and daily operations running smoothly.
No two days are exactly alike. You'll coordinate residential and commercial plumbing and HVAC service calls, support our technicians, communicate with customers, and manage a variety of administrative responsibilities that keep our business operating efficiently.
We're looking for someone who enjoys learning, takes pride in doing things right, and wants to build a long-term career with a company that values teamwork, professionalism, and exceptional customer service.
What You'll Do
- Answer incoming customer calls and provide exceptional customer service.
- Schedule and dispatch technicians based on urgency, location, skill set, and workload.
- Coordinate residential and commercial plumbing and HVAC service calls.
- Prepare and process customer invoices accurately.
- Register newly installed equipment with manufacturers.
- Review warranty coverage and explain warranty information to customers.
- Submit ESA and TSSA documentation and inspections to the appropriate organizations.
- Maintain accurate customer files, work orders, and job documentation.
- Support technicians by ensuring they have the information they need before arriving on site.
- Communicate appointment updates, scheduling changes, and job progress with customers.
- Educate customers on the benefits of our WeCARE Maintenance & Protection Plans.
- Recommend the most appropriate WeCARE Plan based on the customer's equipment and needs.
- Process new WeCARE Plan enrollments and answer customer questions regarding plan coverage and benefits.
- Help grow our WeCARE Membership Program by identifying opportunities during customer interactions.
- Earn additional performance incentives through successful WeCARE Plan enrollments.
- Assist with general office administration and day-to-day operational support.
What We're Looking For
The successful candidate will be:
- Highly organized with exceptional attention to detail.
- Dependable, reliable, and punctual.
- A quick learner who enjoys learning new things.
- Able to think critically and solve problems independently.
- Comfortable managing multiple priorities in a fast-paced environment.
- Adaptable and able to shift priorities as the day changes.
- Professional, friendly, and confident when communicating with customers and technicians.
- Calm under pressure and able to multitask without sacrificing accuracy.
- Accountable, proactive, and takes pride in producing quality work.
Industry Experience Strongly Preferred
Experience in HVAC, plumbing, construction, mechanical contracting, or another skilled trades environment is strongly preferred.
Because we service both residential and commercial plumbing and HVAC systems, it's important that you're willing to learn the differences between our services and understand how they impact scheduling, customer communication, warranties, invoicing, and compliance requirements.
You don't need to know everything on your first day—we'll provide training :) —but you must be eager to learn, retain information, and confidently apply what you've learned.
Why This Role Is Different
This is much more than answering phones and booking appointments.
Our office coordinates residential plumbing, residential HVAC, commercial plumbing, commercial HVAC, maintenance, repairs, installations, warranties, equipment registrations, invoicing, regulatory documentation, and customer maintenance plans.
You'll be expected to ask the right questions, gather the right information, think critically, and ensure each customer is directed to the appropriate service. As your knowledge grows, you'll become more confident making decisions that help both our customers and technicians.
This role takes time to learn because of the wide variety of services we provide, but once you understand it, you'll become an essential part of our team. We're looking for someone who wants to grow with us, take ownership of their work, and build a long-term career.
Qualifications
Required
- Excellent organizational and time management skills.
- Strong written and verbal communication skills.
- Proficiency with Microsoft Office and general computer software.
- Ability to multitask while maintaining accuracy.
- Positive attitude and strong work ethic.
Preferred
- Experience in an HVAC, plumbing, or skilled trades office.
- Dispatch, customer service, or service coordination experience.
- Experience with Jobber or similar field service management software.
- Knowledge of manufacturer warranties, equipment registrations, ESA, TSSA, or construction administration is an asset.
Why Join Ottawa Plumbing and Heating?
We're proud of the team we've built. We work hard, support one another, and genuinely enjoy coming to work every day.
Our office and field staff work closely together, so we're looking for someone who enjoys being part of a team, communicates well, and isn't afraid to jump in and help wherever needed.
We believe in creating a workplace where people can grow. If you're motivated, eager to learn, and willing to take on new challenges, you'll have opportunities to expand your knowledge and build a long-term career with us.
We also believe hard work should be recognized. In addition to a competitive wage, this position offers performance incentives through successful WeCARE Maintenance & Protection Plan enrollments.
Whether it's a company BBQ, team events, celebrating milestones, or simply having a few laughs throughout the day, we value a positive and supportive workplace just as much as we value excellent customer service.
If you're looking for a career where your work matters, your contributions are appreciated, and you'll be part of a close-knit team that takes pride in what they do, we'd love to hear from you.
Pay: $25.00-$32.00 per hour
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
Work Location: In person
