Dispatcher

Description

Position: Dispatcher

Location:  Hayward

Reports To:    Administration Manager

Classification: NON-EXEMPT 

Summary/Objective

The Dispatcher position will be responsible for interaction between our customers, Aftermarket Salespeople, ATL’s, and field service technicians as well as Field Service Managers. The successful candidate must be able to work in a fast paced, ever-changing environment that challenges even the most resilient personalities, and handle multiple tasks efficiently. Must have the ability to gather appropriate information from customer phone calls, and assign the proper technician(s) to respond to customer’s service requests. Track and monitor field technicians to determine availability to respond to service requests. Ability to prioritize based on customer needs and technician ability is a must. The candidate must manage a schedule of over twenty-Five technicians Daily, Weekly, and monthly planning along with managing daily emergency service requests from some of the highest level clients in the Bay Area. Expectations are very high and our customers expect the highest level service and response time possible.

Essential Functions:

• Take incoming customer calls and send to the correct employee-AM Sales, parts, BD, ETC.
• Schedule and coordinate all service calls as calls are received and in weekly production meeting with technician lead’s and /or Service Manager.
• Create dispatch work orders in a timely manner and have them all sent before end of day each day.
• Dispatch Service Technicians work orders multiple times per day if necessary and daily at minimum.
• Maintain the dispatch board/schedule while constantly updating changes multiple times per day.
• Forecast Workload and prepare need to schedule and incomplete jobs report prior to each weekly meeting.
• Track and monitor Field Technicians while communication with technician leads to determine availability to respond to service requests.
• Enter service calls into computer system and update progress accurately and on an hourly basis.
• Follow up on all Emergency call’s, , Parts Ordered, parts Received, Incomplete and need to schedule work orders and recommended repairs work with AM sales and customer.
• Assist with resolving billing issues and following up on purchase orders with the Accounting department as needed. Assist SM with customer concerns regarding billing, job scope or technician job performance.
• Reviewing daily reports and researching problems with Admin manager and Service Manager.
• Champion of permit tracking, documentation and check requests for City of SF Permit to Operate and BAAQMD source test documents.
• Champion of work order documentation, field service data storage organization and customer follow up requests for service work documentation- Work Orders, Permits or Combustion reports.
• Excellent communication Internal/External with past communication training and track record proven in advance. An internal drive and passion to “SERVE” others Internal/External with a selfless, positive team player mentality.
• Provide daily support to Manager, and provide additional office support as necessary at a moment’s notice and as requested by the Manager.

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 (NetSuite) 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 NetSuite system and all of its filters before going home each day.

Requirements

• Thrive and be excited about working and serving people a fast paced environment and handle multiple tasks efficiently.
• Detail oriented personality and mindset.
• Advanced customer service skills and communication skills.
• Strong Organization with a driven personality to be better each day.
• Ability to prioritize in a fast paced ever-changing environment.
• Meet deadlines and remain calm under pressure
• Knowledge of industry is a must.
• Ability to work and work diplomatically with all levels of Company personnel and customers
• Computer Skills
• Geographical knowledge of service area a must
• Type at least 40-60 wpm
• High school diploma or general education degree (GED)
• 7 years related experience and/or training in HVAC TECHNICIAN customer service, dispatching of Service Technicians or HVAC project management or equivalent combination of education and experience.
• Must pass background screening
• Must have Associates degree at minimum, Bachelor Degree Preferred

Competencies

1. Customer Service Specialist with proven track record (Past Customer References)

2. Proficient in communications both verbal, written and computer

3. Interpersonal Skills Champion Team builder

4. Safety Focus

5. Judgement and Decision Making while keeping a calm professional demeanor

Supervisory Responsibility

This position has no direct supervisory responsibilities other than supporting multiple technicians needs daily then, providing necessary feedback to the Service Manager regarding customer concerns, need for improvement or customer PWOMS

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, 6:30am a.m. to 3:30pmp.m. This position regularly requires long hours, Last minute Overtime due to end of day last minute customer service requests and occasional travel work as job duties demand.

Travel

Travel is not expected.

Required Education and Experience

• Minimum of 7 years’ experience in customer service
• Completed High School diploma or equivalent
• Two years of technical school, community college (Associates Degree) or trade school
• Strong Computer Skills are a must
• Strong organizational Skills are a must with proven
• Required: High school Diploma plus Associates Degree.
• Desired: (BA/BS/MA) degree in Business, Project Management, or other related field.

Other duties:

Please note, this job description is not a comprehensive listing of activities, duties or responsibility that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.