Administrator - Dispatcher

Description

Position: Service Dispatcher

Reports To: Administration Manager

Classification: NON-EXEMPT

Summary / Objective

The Dispatcher position will be responsible for interaction between our customers and field service technicians as well as Field Service Managers. The successful candidate must be able to work in a fast-paced environment and handle multiple tasks efficiently. Ability to gather appropriate information from customer phone calls and assign the proper technician(s) to respond to customer service requests. Track and monitor field technicians to determine availability to respond to service requests.

Primary Job Duties:

• Take incoming customer calls.
• Schedule and coordinate all service calls as calls are received.
• Create dispatch work orders as needed.
• Dispatch Service Technicians
• Maintain the dispatch board/schedule.
• Forecast Workload
• Track and monitor Field Technicians to determine availability to respond to service requests.
• Enter service calls into computer system and update progress accurately and on a timely basis.
• Follow up on all pending and recommended repairs work with customer.
• Provide support to Service Manager and/ or Operation Manager and provide additional office support as necessary.
• Assist with resolving billing issues with the Billing Admin and/ or accounting department as needed.
• Reviewing daily reports to audit filters in our existing service program
• Work to collect PO’s in a timely manner, or anything else required to support billing.

Essential Functions:

• Excellent verbal, written skills and computer skills.
• Type 40 – 60 WPM
• Strong people and customer service skills in a professional setting proven from past experience and references.
• Strong Microsoft skills and knowledge, Excel (Field Centrix or Solomon a plus) or other dispatching software experience and knowledge.
• Experience in matching the correct tier level technician to customer service need(s).
• Experience in tracking and communication with field technicians to determine availability for service calls.
• Passionate about accurate data entry of service calls into computer systems with a high level of ownership and ‘self-accountability‘
• Ability to work independently, calmly and efficiently.
• Effectively lead in organizing, monitoring, and maintaining the FX service system and all of its filters before going home each day.

Requirements

• Customer Service
• Proficient in communications both verbal and written.
• Interpersonal Skills
• Safety Focus
• Judgement and Decision Making
• Thrive in a fast-paced environment and handle multiple tasks efficiently.
• Detailed Oriented
• Advanced customer service skills
• Strong Organization and Communication Skills
• Ability to Prioritize
• Meet deadlines and remain calm under pressure.
• Knowledge of industry is recommended.
• Ability to work and deal diplomatically with all levels of Company personnel.
• Computer Skills
• Geographical knowledge of service area a must
• Type at least 40-60 wpm

Supervisory Responsibility

This position has no direct supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a deskbound role; however, filing, correlating, reproduction and binding materials are required. This would require the ability to lift files, open filing cabinets, bend or stand on a stool, climb stairs, and prepare training and meeting rooms/spaces as necessary.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. This position regularly requires long hours and occasional travel work as job duties demand.

Travel

Travel is not expected.

Required Education and Experience

• Minimum of 5 years’ experience in customer service
• Completed High School diploma or equivalent.
• Two years of technical school, community college or trade school is a plus.
• Computer knowledge a plus.
• Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience a plus.
• Must pass background screening.
• Required: High school Diploma
• Desired: AA/BA/BS/MA degree in Communication, Project Management, or related field, or 2 years related experience.