Company Description
As Canada’s parking and mobility industry leader, Precise ParkLink is a nationwide managed services and technology firm with more than 1,000 employees across Canada, a head office in Toronto, and 18 supporting offices across the country.
Precise ParkLink manages thousands of parking facilities on behalf of hundreds of property owners. We provide advanced parking technology and services to clients in the healthcare, municipal, commercial, institutional, and private sectors.
Job Summary:
The Overnight Service Dispatch / Customer Service Representative is responsible for coordinating field service activities, dispatching technicians, monitoring active service requests, and supporting the effective operation of parking equipment and facilities.
The role serves as a central point of communication between customers, internal departments, field technicians, and operational teams. The successful candidate will assess incoming service requests, determine urgency, assign work to the appropriate technician, and follow service calls through to completion.
During periods of higher customer-service demand, the Service Dispatcher will also assist with inbound call overflow and provide support to customers in both English and French.
This position is part of a 24/7 operation and requires regular overnight, weekend, and holiday availability.
Location: 90 Floral Parkway, North York, ON
Employment: Full-time
Compensation: $22-24 hourly
Shift: 11:30 p.m. – 7:30 a.m., including weekend nights and holidays. Two weeknights off will be scheduled.
Job Responsibilities:
Field Service Dispatch and Coordination
Service Request Assessment: Review incoming service requests, equipment alarms, customer reports, and operational incidents to determine the appropriate response and priority.
Technician Dispatch: Assign service calls to field technicians based on location, availability, qualifications, workload, and the urgency of the issue.
Technician Communication: Provide technicians with accurate service-call information, including site details, equipment information, reported symptoms, access instructions, and customer contact information.
Service Call Monitoring: Track active service requests from assignment through arrival, diagnosis, resolution, escalation, or reassignment.
Priority Management: Identify urgent incidents affecting access, revenue collection, traffic flow, facility security, or customer safety and escalate them according to established procedures.
After-Hours Coordination: Coordinate overnight emergency and after-hours service requirements with on-call technicians, supervisors, contractors, and internal support teams.
Schedule Coordination: Assist with organizing technician schedules, planned maintenance visits, return visits, and outstanding service calls.
Resource Coordination: Help ensure technicians have the information, documentation, parts requirements, equipment details, and site-access instructions necessary to complete assigned work.
Service Call Documentation
Ticket Creation: Create complete and accurate service tickets using the designated field service and customer support systems.
Information Verification: Confirm important details such as the site location, equipment number, reported issue, customer contact, access requirements, and operational impact.
Status Updates: Maintain current service-call statuses, technician assignments, arrival information, work progress, resolution details, and follow-up requirements.
Closure Review: Review technician notes and service outcomes to confirm that service calls contain sufficient information before closure or further escalation.
Shift Handover: Prepare clear handover notes for unresolved, high-priority, or follow-up service calls requiring attention from the next shift.
Reporting: Maintain dispatch logs and assist with reports related to service volumes, response times, outstanding calls, escalations, and technician activity.
Customer and Internal Communication
Customer Updates: Provide customers and site representatives with professional updates regarding technician assignment, service status, delays, and next steps.
Internal Coordination: Communicate with Field Service, Customer Service, Monitoring, Information Technology, Production, and other departments when additional support is required.
Escalation Management: Escalate unresolved, recurring, safety-related, or high-impact issues to the appropriate supervisor or technical team.
Expectation Management: Clearly communicate realistic response expectations while avoiding unsupported commitments regarding technician arrival or resolution times.
Customer Service Call Overflow
Inbound Call Support: Assist with customer-service calls during periods of high call volume or limited overnight coverage.
Customer Inquiries: Respond to general questions regarding parking access, permits, payments, equipment issues, and parking-facility operations.
Real-Time Assistance: Support customers experiencing issues with gates, access-control equipment, pay-on-foot machines, or pay-and-display machines.
Call Documentation: Accurately record customer interactions, actions taken, troubleshooting completed, and any required follow-up.
Call Routing: Transfer or escalate requests to the appropriate department when they fall outside the dispatcher’s authority or technical scope.
Operational Monitoring
Equipment Alerts: Review equipment alarms and system notifications that may require technician attendance or operational intervention.
Company Vehicle Monitoring: Monitor field-service vehicle activity where required to support safe and efficient technician deployment.
Incident Response: Initiate service calls in response to equipment failures, access issues, communication outages, or other operational incidents.
Recurring Issue Identification: Recognize repeat equipment failures or site concerns and bring them to the attention of supervisors for further review.
SKILLS AND QUALIFICATIONS:
Dispatch and Operational Skills
- Strong ability to prioritize multiple service calls in a fast-paced environment.
- Sound judgment when assessing urgency, operational impact, and escalation requirements.
- Strong organizational, coordination, and follow-up skills.
- Ability to communicate clear and accurate instructions to field technicians.
- Ability to remain calm and professional during urgent or high-pressure situations.
- Strong attention to detail when entering and updating service-call information.
- Ability to work independently during overnight shifts while following established procedures.
- Ability to maintain confidentiality when handling customer, employee, and company information.
Communication and Customer Service Skills
- Fluency in both English and French is required.
- Excellent telephone etiquette and written communication skills.
- Ability to communicate professionally with customers, technicians, supervisors, and internal departments.
- Strong problem-solving and conflict-resolution skills.
- Ability to manage customer expectations and provide clear service updates.
- Customer-focused approach with the ability to remain composed during difficult interactions.
Technical Proficiency
- Proficiency in Microsoft Office applications.
- Strong computer navigation, data-entry, and keyboarding skills.
- Minimum typing speed of 30 words per minute.
- Experience using dispatch, ticketing, work-order, field service, fleet-monitoring, or customer relationship management systems is an asset.
- Ability to interpret equipment alarms, service histories, technician notes, maps, site information, and basic technical documentation.
- Familiarity with parking equipment, access-control systems, payment terminals, networking, or technical field service is an asset.
- Understanding of AI-driven customer-service and operational-support tools, including chatbots, automated call handling, service-ticket summaries, and AI-generated operational insights.
Experience Requirements
- Minimum two years of experience in dispatch, customer service, field service coordination, technical support, monitoring, or a related operational role.
- Previous experience dispatching technicians, coordinating mobile employees, or managing service calls is strongly preferred.
- Experience working in a 24/7 service, transportation, parking, security, property management, telecommunications, or technical support environment is an asset.
- Experience supporting customers in both English and French is required.
Personal Attributes
- Motivated & Results-Driven: Takes initiative and works efficiently.
- Team Player: Works collaboratively to achieve team and company goals.
- Adaptable: Thrives in a fast-paced, high-volume work environment.
Key Attributes
Decisive: Able to assess information quickly and determine the appropriate response.
Accountable: Takes ownership of assigned service calls and follows them through to resolution, handover, or escalation.
Organized: Maintains accurate records while managing several active requests at the same time.
Collaborative: Works effectively with technicians, customers, supervisors, and internal support teams.
Adaptable: Responds effectively to changing priorities, emergencies, technician availability, and service demands.
Customer-Focused: Balances operational requirements with professional and empathetic customer support.
Technically Curious: Demonstrates an interest in understanding equipment, systems, service procedures, and operational technology.
Working Conditions
Work Environment: Primarily an office-based dispatch and monitoring environment, with occasional site visits or operational training as required.
Schedule: Full-time overnight position from 11:30 p.m. to 7:30 a.m. The schedule includes weekend nights and statutory holidays, with two scheduled weeknights off.
Operational Demands: The role involves extended computer and telephone use, management of multiple active service requests, and responding to urgent operational incidents in real time.
Precise ParkLink is an equal opportunity employer committed to inclusive and barrier-free recruitment, selection processes, and work environments. We are dedicated to ensuring that your needs are fulfilled in accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). Please reach out to the Human Resources department to ensure that your accessibility needs are appropriately accommodated.
Job Type: Full-time
Pay: $22.00-$24.00 per hour
Benefits:
- Dental care
- Extended health care
- Vision care
Language:
Work Location: In person
