Lead Customer Support Representative
About The Position
As the Lead Customer Support Representative, you will support day-to-day dispatch operations while providing guidance and coordination across the team. You will focus on customer engagement, workflow oversight, and operational support to ensure service levels and client expectations are consistently met. You will also work closely with internal stakeholders and external customers to maintain service quality, improve processes, and support training and development within the dispatch team. Apply today to join Ledcor Technical Services in Port Moody, BC today! Learn more about working at Ledcor: Watch here
Requirements
- High School Diploma or GED
- Minimum 4 years of dispatch experience
- Strong problem-solving and decision-making skills in a fast-paced environment
- Ability to prioritize competing operational demands and support escalations
- Experience supporting operational teams within telecommunications or field services environments
- Strong analytical and problem-solving abilities
- Ability to mentor and support team members
- Excellent communication and stakeholder management skills
- Ability to multitask and perform under time-sensitive operational demands
- Experience identifying process improvements and implementing solutions
Responsibilities
- Serve as a primary point of contact for customers requiring higher levels of engagement, including portal updates and frequent communication touchpoints
- Maintain strong relationships with customers across multiple telecommunications partners
- Review daily workload and work with resource planning to ensure appropriate technician coverage and scheduling support
- Monitor dispatch activities and workflows to ensure proper procedures and service standards are followed
- Review scheduling conflicts or rule violations within dispatch systems and escalate as required
- Support the PMO team by coordinating scheduling for small projects
- Manage client portals and ensure accurate updates, documentation, and communications are maintained
- Assist with training, mentoring, and knowledge sharing across the dispatch team
- Identify opportunities for workflow improvements and contribute to process documentation and updates
- Provide feedback and operational insights to leadership and internal stakeholders
- Coordinate vendor engagement and assist with parts ordering as required to support operational needs
Benefits
- compensation and benefits that support your physical, mental and financial wellbeing
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
