Dispatcher

The best Dispatchers are multi-taskers, effective communicators, and are able to resolve issues quickly. They’re patient, empathetic, and passionately communicate schedules and schedule changes with Technicians to best help the efficiency of the business. Problem-solving also comes naturally to Dispatchers. They are confident at troubleshooting and able to come up with solutions in a fast past environment. The target is to ensure excellent service standards, by scheduling efficiently to best serve our customers.

Dispatcher duties:

• Manage large amounts of incoming phone calls


• Manage the daily Technician schedules


• Identify and assess customers’ needs for accurate and efficient scheduling


• Provide accurate, valid and complete information by using the right methods/tools


• Meet personal/customer service team sales targets and call handling quotas


• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution


• Keep records of customer interactions, process customer accounts and file documents


• Follow communication procedures, guidelines and policies


• Take the extra mile to engage customers

Requirements and skills

• Communicate effectively with employees about the daily schedule or changes in the schedule


• Track record of over-achieving quota


• Strong phone contact handling skills and active listening


• Familiarity with CRM systems and practices


• Ability to adapt/respond to different types of characters


• Excellent communication and presentation skills


• Ability to multi-task, prioritize, and manage time effectively


• High school diploma