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Resource Coordinator

Location: 

Vancouver, British Columbia, CA Edmonton, AB, CA Toronto, ON, CA

Req ID:  29668
Jobs by Category:  Security & Automation
Job Function:  Customer Service
Status:  Full Time
Schedule:  Regular

Description

 

The Customer service specialist (Resource Coordinator) is responsible for the coordination of install/service technicians’ daily schedule. Performing of various identified administrative functions are centralized to the role in order to promote local ADT branch field time, business efficiency and support of business processes and best practices. Service technicians are dispatched to customer’s homes and businesses to perform repair work on existing ADT customer sites. The Resource Coordinator is assigned a particular geographic area within Canada and provides support to a particular identified set of local branches, including but not limited to Service technicians and local customers. Prioritization of jobs in each of the technician’s area through both knowledge of the area supported and independent decision making techniques are basic requirements of this role. 

 

Duties and Responsibilities:

 

  • Balancing technician schedule efficiency and productivity given customer expected arrival times
  • Coordinating/Prioritizing technician’s day
  • Ensuring customer appointment times are met
  • Reprioritization of jobs as required to meet customer commitments
  • Providing timely customer notification on appointment changes or delays
  • Problem solving of scheduling exceptions brought forth such as sooner requests, pending requests and escalated customer inquiries
  • Providing of daily communication between technicians, customers, management and other ADT support centers through various communication channels
  • Dispatch of technicians to emergency customer requests after hours and facilitation of technician timely response
  • Various administrative duties such as on time arrival tracking, in order to best support local branches and promote an increase level of customer satisfaction.
  • Provide support to inbound staff when necessary by handling overflow calls
  • Hours may vary to ensure business requirements are met and our team members are adequately supported.

 

 

Qualifications

 

Education:


A minimum of grade 12 is necessary. Ideally supplemented with customer service/organizational related studies and/or work related experience

 

Experience:

 

Priority: A strong background in customer service; with knowledge of pertinent legacy Price’s Alarm’s or legacy ADT databases/software 

 

Skills:

 

In order to be successful in this role, the following Skills have been identified as critical assets: 

  • The ability to build relationships quickly with internal and external customers supported remotely
  • Strong customer service and problem solving skills 
  • Excellent verbal and written communication skills
  • Ability to handle multiple tasks while working productively in a fast-paced changing environment 
  • Prioritizing and organizational skills
  • Adaptability, problem solving and decision making skills

 

A bit about us

We’re a people-first, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. When you join our team, you’re helping us make the future friendly.

We’re committed to diversity and equitable access to employment opportunities based on ability—your unique contributions and talents will be valued and respected here.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.

 

 

 

 

Security & Automation

We’re looking for talented sales professionals, solution designers, security technicians and customer support specialists with proven experience in commercial security and automation to join our team.

We are honoured to be recognized

Team TELUS at a glance

1.4M
Days volunteered in our communities

$1.3
Billion contributed to charitable and community organizations since 2000

15.2
Million customer connections

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.