Company Description
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.
Job Description
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
Qualifications
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
Additional Information
- 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.
Hong Kong SAR China