Dispatcher

The Dispatcher schedules technician appointments at customer sites and facilitates communication among technicians, customers, and the company.

► Primary responsibilities:

• Maintains the service technician, plumber and electrician schedules and dispatches electricians as service calls are completed.
• Schedules technician, plumber or electrician return trips with customers to complete jobs after arrival of parts.
• Maintains on-call schedule for service electrician and after-hours service procedures.
• Enters service calls, schedules calls, and generates call debriefing with electricians daily.
• Maintains customer database, ensuring complete, accurate, and updated entry of information
• Responds to customer inquiries regarding company schedule and requested lead times, equipment service, and service invoicing, and general inquiries.
• Responds to electrician requests both by online and phone.
• Follows up and schedules preventative maintenance service appointments.
• Reviews completed service work orders for accuracy.
• Prepares invoices and timecards for processing.
• Participates in all company-sponsored training classes.
• Effectively manages conflict resolution with clients through clear communication, addressing all concerns, questions, or problems expediently.
• Always maintains a professional image by:
  • Following safety policies and procedures.
  • Abiding by ALL standards of performance and code of ethics.
  • Maintaining a courteous demeanor with all customers and associates.

► Required knowledge, skills and abilities:

• Minimum two years of experience in related industry dispatch and coordination.
• Geographical knowledge of the service area and/or map reading skills.
• Advanced communication and customer service skills.
• Experience in using Microsoft Word and Excel.
• Valid driver’s license and a clean driving record.
• Ability to pass a background check and drug screen.

► Educational/certification requirements:

• GED or High School Diploma.

► Environmental conditions:

• General office environment.

► Physical requirements:

• Ability to operate a personal computer and related equipment.
• Ability to sit for long periods of time.
• Must have sufficient auditory functioning and visual acuity to operate computer-aided call management hardware, software and communications equipment.
• Ability to work under stressful conditions and may be exposed to verbal and/or physical confrontations.
• Must be able to work extended hours, nights or weekends.
• Work assignments may be performed with or without reasonable accommodation to a known disability.