Service Scheduler
Position Summary
The Service Scheduler is the primary point of contact for the Service Department. This role is responsible for answering phones, dispatching technicians, creating and scheduling new work orders, coordinating preventative maintenance and backflows, and ensuring completed work is properly prepared for billing. The Service Scheduler manages the daily flow of service operations, maintains the dispatch board, communicates with customers and technicians, and ensures all required documentation is complete and accurate before files move to billing.
Duties and Responsibilities
Customer Communication & Intake
1. Primary phone coverage — answers and directs incoming calls promptly and professionally.
2. Serves as the primary dispatcher for Plumbing and HVAC service calls.
3. Responds new scheduling request emails that have been flagged for scheduling.
4. Schedules incoming service calls and quote requests.
5. Assists walk-in customers (payments, booking service, general inquiries).
6. Confirms and updates customer contact information and billing details at time of booking.
Work Order Creation & Scheduling
1. Collects complete and accurate information and details and creates new work orders.
2. Adds appropriate service items to ensure technicians have required details.
3. Ensure Service Item integrity.
4. Schedules all backflow tests and Cross Connection Control Surveys that are incoming as well as in the TBS folder.
5. Coordinates all scheduled maintenance that are TBS (to be scheduled).
6. Creates backflow and scheduled maintenance visits for the following year.
7. Schedules Utilities Kingston Hot Water Tank program calls.
8. Works with Management to ensure proper service coverage.
Dispatch & Daily Flow Management
1. Maintains and monitors dispatch board throughout the day.
2. Follows up with technicians on job status and updates the dispatch board accordingly.
3. Communicates schedule changes and updates to customers as necessary.
4. Contacts customers when technician is dispatched.
- Ensures no dropped calls or unscheduled work.
Utilities Kingston (UK) Hot Water Tank Program Administration
1. Schedules tank installations and service requests.
2. Ensures all paperwork, pictures and documentation is completed before sending to billing.
3. Monitors tank supply levels and orders tanks as required.
4. Adds packing slips to the tracking spreadsheet.
Completed Work & Billing Preparation
1. Reviews completed work orders against STB checklist.
2. Combines and organizes all supporting documentation.
3. Ensures completed files are accurate and fully packaged.
4. Updates work order status appropriately.
5. Prepares completed work orders for submission to Billing.
General Responsibilities
1. Maintains a professional and customer-focused approach at all times.
2. Assists other administrative staff as required.
- Supports Billing by ensuring documentation completeness and accuracy.
4. Performs additional duties as assigned.
Pay: $920.00 per week
Benefits:
Ability to commute/relocate:
- Kingston, ON: reliably commute or plan to relocate before starting work (required)
Location:
Work Location: In person
