双语服务协调员及调度员（法语/英语）— 远程
Bilingual Service Coordinator & Dispatcher (French/English) — Remote
企业Fortin是一家位于加拿大魁北克省蒙特利尔大都会区的快速增长的管道和排水服务公司。我们运营两个成熟的服务平台——Drain Fortin和Plomberie Fortin，为该地区的住宅、商业和机构客户提供服务。
我们正在投资建设一个现代化、高效运作的业务：更好的系统、更清晰的流程，以及一支以正确方式做事为荣的团队。我们行动迅速，注重质量，并将与我们合作的人视为长期合作伙伴。作为我们团队的远程成员，你将处于客户体验的核心位置，并在业务增长中发挥关键作用。
作为我们的双语服务协调员兼调度员，你是客户听到的第一个声音，也是推动现场团队前进的引擎。你将负责接听来电，将其转化为有条理的工作任务，并确保正确的技术人员在正确的时间出现在正确的位置。随着时间推移，你还将承担计费和行政工作，以保持业务顺畅运行。
这是一个远程全职职位，工作时间为魁北克商务时间——这相当于贝鲁特的下午至晚上（详见附加信息）。
你的职责包括：
· 作为第一联系人，用法语和英语接听客户来电，提供冷静、专业且令人安心的体验
· 理解并分类每项请求（排水与管道、紧急与预约、服务类型），并准确记录细节
· 在我们的现场管理软件（Jobber）中安排预约和现场检查
· 高效地安排和调度现场技术人员——按地理区域分组任务以减少行驶时间并提高工作效率
· 每日与现场团队协调：确认日程，调整延误和紧急情况，并确保所有人了解最新情况
· 准备并发送发票，处理计费，并跟进未结付款
· 处理持续的客户沟通和后续跟进（确认、提醒、状态更新）
· 为内部团队提供日常行政支持
· 在我们的现场服务管理软件和VoIP电话系统中工作，确保每项任务准确且及时更新
要求：
· 法语和英语均需具备完整的专业流利度，包括口语和书面语。你将被评估是否能清楚理解魁北克法语（魁式法语）的通话者——包括地区口音和词汇。
· 3–5年相关工作经验
查看英文原文
Entreprises Fortin is a growing plumbing and drainage services company based in the Greater Montreal area of Quebec, Canada. We operate two established service brands — Drain Fortin and Plomberie Fortin — serving residential, commercial, and institutional clients across the region.
We're investing in building a modern, well-run operation: better systems, clearer processes, and a team that takes pride in doing things properly. We move quickly, we care about quality, and we treat the people who work with us as long-term partners in what we're building. As a remote member of our team, you'll sit at the center of the customer experience and play a key part in how the business grows.
As our Bilingual Service Coordinator & Dispatcher, you are the first voice our customers hear and the engine that keeps our field teams moving. You'll own inbound calls, turn them into well-organized jobs, and make sure the right technician is in the right place at the right time. Over time, you'll also take on billing and administrative work that keeps the operation running smoothly.
This is a remote, full-time role working Quebec business hours — which corresponds to an afternoon-to-evening shift in Beirut (see Additional Information).
Your responsibilities:
· Answer inbound customer calls in French and English as the first point of contact, delivering a calm, professional, and reassuring experience
· Understand and classify each request (drainage vs. plumbing, emergency vs. scheduled, type of service) and capture accurate details
· Book appointments and on-site inspections into our field management software (Jobber)
· Schedule and dispatch field technicians efficiently — grouping jobs by geographic zone to minimize drive time and maximize productive hours
· Coordinate daily with field crews: confirm schedules, adjust for delays and emergencies, and keep everyone informed
· Prepare and send invoices, process billing, and follow up on outstanding payments
· Handle ongoing client communications and follow-ups (confirmations, reminders, status updates)
· Provide day-to-day administrative support to the internal team
· Work within our field-service management software and VoIP phone system to keep every job accurate and up to date
Required:
· Full professional fluency in both French and English, spoken and written. You will be assessed on your ability to clearly understand Quebec French (québécois) callers — including regional accents and vocabulary.
· 3–5 years of experience as a customer service representative or coordinator in a phone-based role, speaking directly with clients
· Excellent organizational skills and the ability to switch smoothly between reactive phone work and focused administrative tasks
· A reliable, high-speed internet connection and a proven backup power solution (UPS, inverter/battery, or generator) capable of keeping you online through outages for the full shift.
· A quiet, professional home-office environment suitable for continuous customer calls
· Comfort learning and working within dispatch/scheduling software and VoIP phone systems
· Strong problem-solving instincts; calm and organized under pressure
Nice to have:
· Prior exposure to a trades or field-service business (plumbing, HVAC, drainage, construction, or home services)
· Experience dispatching or scheduling technicians / field crews
· Familiarity with Jobber, QuickBooks, or similar field-service and accounting tools
- Type: Full-time, fully remote
- Working hours: Quebec business hours (approximately 8:00 AM–5:00 PM Eastern Time), which is roughly early afternoon to midnight in Beirut. This shift is a permanent feature of the role — please only apply if you can work these hours reliably and sustainably over the long term.
- Compensation: Highly competitive salary, paid in USD, based on your experience and skills.
- Equipment & setup provided: We equip you to work effectively — a professional headset and peripherals, an allowance toward strong internet connection and tools you may need for work.
- Assessment: Shortlisted candidates should expect a live call assessment
- Growth: We are scaling. This role sits at the center of the business and offers real opportunity to grow in responsibility as the company expands.