CUSTOMER SERVICE REPRESENTATIVE (DISPATCH & SERVICE COORDINATION)

YOU DON'T JUST ANSWER CALLS. YOU KEEP BUSINESSES RUNNING.

At Gateway Mechanical, we're looking for someone who thrives when the pressure is on, loves solving logistical puzzles, and enjoys being at the center of the action.

Every day, restaurants, grocery stores, office towers, hospitals, and industrial facilities rely on Gateway Mechanical to keep their refrigeration, heating, and air conditioning systems running. As a Customer Service Representative (CSR), you'll be the critical link connecting customers, technicians, sales teams, and operations, ensuring service is delivered seamlessly across multiple regions.

If you enjoy fast-paced environments, making real-time decisions, coordinating moving parts, and being the person people can count on when challenges arise, this could be the opportunity you've been looking for.

WHY GATEWAY MECHANICAL?

Founded in 1968, Gateway Mechanical has grown into Western Canada's largest HVACR service provider, responding to more than 40,000 service calls annually. As an industry leader in commercial and industrial refrigeration, heating, ventilation, and air conditioning, our reputation is built on exceptional technical expertise and outstanding customer service.

Our local branch teams are supported by professional engineers, project managers, and technical specialists, giving our employees the resources and support needed to succeed while maintaining the culture of a collaborative, close-knit team.

A UNIQUE OPPORTUNITY SUPPORTING TWO REGIONS

This position is based in Edmonton and supports service operations across both the Edmonton area and British Columbia, with the majority of your time dedicated to supporting our BC customer base.

Success in this role requires a strong understanding of logistics, scheduling, geography, and customer service. Knowledge of Vancouver, the Lower Mainland, Vancouver Island, and the BC Interior is a significant asset and will help you effectively coordinate technicians, optimize response times, and deliver an exceptional customer experience across a large and diverse service territory.

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WHAT YOU'LL OWN

As a Customer Service Representative, you'll act as the command center for daily service operations, ensuring our customers, technicians, and internal teams stay connected and productive.

You'll be responsible for

• Coordinating service operations across the Edmonton region and British Columbia
• Dispatching and scheduling technicians throughout Vancouver, Vancouver Island, and the BC Interior
• Making real-time decisions to optimize technician utilization, response times, and customer service delivery across multiple geographic regions
• Monitoring and organizing workflow for field staff to ensure completion of assigned obligations within established service timelines
• Dispatching technicians throughout the day while updating corresponding work orders
• Creating work orders for quoted jobs, coordinating schedules, and issuing purchase orders
• Maintaining dispatch boards and service schedules
• Serving as the communication hub between customers, field technicians, sales teams, and operations
• Scheduling preventive maintenance visits and service calls accurately and efficiently
• Processing permits for field technicians
• Resolving customer concerns and logistical challenges with urgency and professionalism
• Escalating operational and service performance issues when required
• Maintaining customer portals and service records
• Supporting Gateway's industry-leading commitment to health and safety

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YOU'LL THRIVE HERE IF YOU

✅ Love organizing multiple moving pieces at once

✅ Stay calm and focused when priorities change quickly

✅ Enjoy solving problems and finding creative solutions

✅ Can balance customer expectations while managing operational demands

✅ Are highly organized, proactive, and accountable

✅ Want a role where no two days are the same

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WHAT YOU BRING

• 2 to 5 years of experience in a customer service, dispatch, scheduling, coordination, or service operations role
• Knowledge and understanding of Vancouver, the Lower Mainland, Vancouver Island, and the BC Interior
• Ongoing or completed post-secondary education
• Intermediate to advanced proficiency in Microsoft Excel, Word, and other Microsoft Office applications
• Experience analyzing and resolving customer service issues and concerns
• Proven ability to work successfully in a fast-paced environment while managing multiple priorities
• Strong organizational skills with the ability to meet tight deadlines under pressure
• Self-motivated with the ability to work independently and collaboratively within a team environment
• Excellent written and verbal communication skills

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WHAT WE OFFER

We know great people have options, and we believe in investing in our team.

• Competitive salary
• RRSP matching program
• Extended health benefits
• Dental coverage
• Health Care Spending Account
• Life insurance
• Employee Assistance Program
• Paid vacation
• Safe and supportive work environment
• Collaborative team culture
• Opportunities for growth and advancement with an industry leader

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READY FOR SOMETHING MORE THAN CUSTOMER SERVICE?

This isn't a traditional customer service position. It's an opportunity to become the operational hub of a business that keeps critical facilities running across Western Canada.

If you're energized by problem-solving, motivated by responsibility, and excited about coordinating service delivery across Edmonton and British Columbia, we'd love to hear from you.

Join Gateway Mechanical and help keep Western Canada moving.