Facilities Service Coordinator/Dispatch Coordinator

Job ID: JCI2JP00016786

Job Title: Facilities Service Coordinator/Dispatch Coordinator

Duration: 12 months

Location: 1215 Wilson Ave, Toronto, ON, CAN M3M 0A7(This is NOT a hybrid/remote position - must report to work in person at a hospital)

Labor Type Admin/Clerical

Hours per Day: 12

Hours per Week: 40

Working Hours Varies: 8:00am-4:00pm, 7:00am-7:00pm or 7:00pm-7:00am

It is shift work and schedule will change so we need someone with flexibility to work evenings, weekends, stat holidays

We do require good verbal communication skills (there will be a verbal skills assessment during interview) as there is a requirement to conduct overhead paging for hospital code announcements so this person will need to be able to execute proper enunciation

This is NOT a hybrid/remote position - must report to work in person at a hospital

SUMMARY:

• The Facilities Services Customer Center Operator provides customer service and front-line support to the Johnson Controls P3 client site of Humber Hospital with respect to the maintenance and operations of their building(s). Specific responsibilities include, but are not limited to, handling inbound service requests received via telephone, email and web interface and initiating work orders to support timely fulfillment and resolution of client requests.
• The Dispatch Centre is a critical environment responsible for receiving and dispatching facilities service requests for its clients 24/7/365. The work environment is fast-paced and client-service focused. In order to ensure ongoing performance success, Dispatch Centre team members are measured against service delivery metrics.

Key Responsibilities

Service Request Management

• Learn client account details, service request/work order management systems, telephony systems, and Dispatch Centre policies, processes, and operating procedures.
• Receive service requests and create work orders for appropriate internal and external service providers.
• Assess and accurately assign priority levels to facilitate timely resolution of service requests.
• Relay critical information to front-line facility managers and service providers.
• Support the proper processing, dispatching, and communication of work order information.

Troubleshooting & Coordination

• Learn and apply troubleshooting techniques to address service-related issues.
• Communicate effectively with:
• Internal technicians
• Facility Managers
• External service providers
• Landlords
• Other relevant stakeholders
• Escalate issues appropriately and follow established procedures for resolution.

Customer Service

• Provide professional, timely, and courteous customer service to clients and stakeholders.
• Maintain a strong customer-service orientation while managing multiple requests in a fast-paced environment.

Team & Operational Support

• Participate in Dispatch Centre programs and continuous improvement initiatives.
• Maintain strict confidentiality of client and company information.
• Conduct all work in a professional and ethical manner.
• Demonstrate Dispatch Centre capabilities to prospective clients and candidates by facilitating monitored live call participation when required.
• Provide training and support to new team members as needed.
• Perform other duties as assigned.

Work Schedule Requirements

• Must be available to work in a 24/7/365 operational environment.
• Rotating 12-hour shifts may be required.
• Open availability for:
• Days
• Evenings
• Weekends
• Holidays

Minimum Education

• High School Diploma or equivalent.
• Completion of a specialized technical or business-related course.

Required Experience

• Minimum of one (1) year of related experience in customer service, dispatching, call center operations, facilities services, or a related field.

Knowledge, Skills & Abilities

Communication

• Strong verbal and written English communication skills.
• Demonstrated proficiency in grammar, spelling, and punctuation.
• Ability to communicate clearly and professionally with customers and stakeholders.

Customer Service

• Strong customer-service orientation.
• Proven ability to provide excellent service in a fast-paced environment.
• Ability to manage difficult situations professionally and effectively.

Technical Skills

• Proficient keyboarding and data-entry skills.
• Ability to navigate multiple computerized systems simultaneously while engaging in verbal communication with clients.
• Comfortable learning and utilizing work order management systems, telephony systems, and other technology platforms.

Core Competencies

• Strong attention to detail.
• Ability to prioritize and manage multiple tasks.
• Problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team.
• Adaptability in a dynamic, high-volume environment.
• Commitment to confidentiality and professionalism.

Work Environment

• This position operates within a high-volume Dispatch Centre responsible for managing facility service requests 24 hours a day, 365 days a year. Success in the role requires the ability to work effectively under pressure, maintain accuracy, and consistently deliver exceptional customer service while meeting established performance metrics.