Dispatcher

Description

The Dispatcher is responsible exercising discretion and independent judgment in planning, scheduling, coordinating, controlling, directing activities of all service operational resources, and labor hours. Responsible for status updates and communications with all parties involved for service work (Sales staff, customers, service staff, service management, etc.). 

The following are additional key responsibilities for the position:

• Meet daily revenue and sold-hour goals by prioritizing the most urgent and profitable calls 
• Relay accurate information to technicians, ensuring proficient, quality customer experience 
• Manage the whereabouts and needs of every technician in the field
• Record the results of each service call and create report summaries for senior management
• Be professional and establish customer rapport, encouraging repeat business 
• Respond to customer requests, resolving issues and promoting the brand  
• Participate in training to boost sales and ensure quick, accurate dispatch of incoming orders
• Update customers throughout the day on the technician’s progress 
• All other duties as assigned to meet operational excellence

Requirements

Education and/or Work Experience Requirements:

• High School Diploma or equivalent, required
• Develop a proven track record in customer service.
• IT competent; good typist and proficient with phone systems.
• Highly organized with exceptional follow-through abilities. 
• Strong verbal and written communications. 
• Ability to build trust, diffuse conflict and hold others accountable. 
• Personality that blends well with a fast-paced, goal-driven environment. 
• Competitive individual contributor who also loves to win as a team.  

Physical Requirements:

• Lift up to 10lbs occasionally 
• Prolonged periods of sitting at a desk and working on a computer 
• Bend, stoop, and carry 
• Repeating motion that may include wrists, hands, and fingers