Service Advisor/Dispatcher

Job Title: Service Advisor Company: Burgess Plumbing Heating & Electrical Co. Ltd. Location: In Person, 36 Broadway Ave North Williams Lake BC. About Us: Burgess Plumbing Heating & Electrical Co. Ltd. is a trusted name in the plumbing, heating, and electrical industry. We pride ourselves on providing high-quality service and are looking for a motivated, detail-oriented individual to join our team. As a Service Advisor, you will play a vital role in ensuring exceptional customer service while maintaining smooth day-to-day operations in our service department. Role Overview: The Service Advisor/Scheduler is the primary point of contact for customers booking plumbing and HVAC/R service, repair, and installation work. This role manages incoming service requests, schedules and dispatches technicians efficiently, and keeps customers informed throughout the process. The Service Advisor/Scheduler plays a critical role in customer satisfaction and branch productivity, balancing technician availability, job urgency, and customer expectations to keep the schedule running smoothly. Key Responsibilities: Answer incoming calls, emails, and online requests from customers seeking plumbing and HVAC/R service, repair, or installation Gather relevant information about the customer's issue to accurately determine the nature and urgency of the job Explain service options, estimated timelines, and pricing/dispatch fees clearly to customers Provide budget pricing to customers requesting estimates, where available, to give them a general sense of cost before a formal quote is prepared Follow up on estimates that have been submitted to clients to check status, answer questions, and help move jobs toward a decision Set clear expectations with customers regarding arrival windows, technician assignment, and next steps Follow up with customers before and after appointments to confirm satisfaction and address any outstanding concerns Handle customer concerns, complaints, and rescheduling requests professionally, escalating to the Branch Manager when needed What We’re Looking For: High school diploma or equivalent. Minimum of 1 year of service coordination or similar experience (construction industry experience is a plus). Strong organizational skills and the ability to multitask effectively. Excellent communication skills, both verbal and written. Proficiency with computer applications (MS Office, service management software). Detail-oriented with the ability to maintain accurate records. Problem-solving mindset and a customer-focused attitude. What We Offer: Competitive pay starting at $21.00 per hour . Full-time, permanent position (40 hours/week). Benefits including: Vacation allotment starting at 2 weeks. Casual dress Dental and extended health care Flexible schedule RRSP program On-site parking Store discount Schedule: 8-hour shifts (Monday to Friday, Day Shift) Why Join Us? Burgess Plumbing Heating & Electrical Co. Ltd. is a company that values its employees and offers opportunities for growth and development in a fast-paced, supportive environment. If you are ready to make an impact, we want to hear from you! Family owned and operated since 1953! Apply Today! Job Type: Full-time Pay: From $21.00 per hour Benefits: Dental care Disability insurance Extended health care Life insurance On-site parking Paid time off Relocation assistance RRSP match Store discount Vision care Experience: dispatching: 1 year (preferred) Microsoft Excel: 1 year (preferred) Location: Williams Lake, BC V2G 1B9 (preferred) Work Location: In person

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