Dispatch Lead

Job Title: Dispatch Lead

Location: Norcross, GA

Job Type: Full Time (Hourly)

Job Summary:

The primary duties of the Dispatch Lead will be to supervise the dispatch team by monitoring their daily performance, ensure the department is routing appropriate calls to the correct Techs and maintaining a level of professionalism that exceeds customer expectations.

Essential Duties and Responsibilities may include, but are not limited to:

· Assists with dispatch coordinated field support

· Maintain and record changes made to locations throughout the day and update in real time

· Keep an overview of the service process and implement dispatch rules and regulations.

· Ensure dispatchers prioritize service calls based on the needs of the Company.

· Ensure dispatchers are utilizing the proper tools to maximize the time of the service technicians to the best of their ability.

· Enter all approved location updates

· Organize and assign dates for the updates to be completed by technicians.

· Make sure customers are informed of the pending changes to their locations, answer any questions, or concerns they may have, and update notes accordingly.

· Update Loc Update Schedule as updates are completed by the technician.

· Ensure follow-up communication is completed with the customers and address any important issues right away.

· Answer and discuss any non-service-related issues with customers and escalate issues when necessary

· Assist customers in any capacity to ensure solid revenue growth, GLC Compliance and overall satisfaction with the company.

· Refer to the proper channels based on the customers’ requests, needs, or wants.

· Oversee service call logs and the appropriate routing for each call

· Work seamlessly with Warehouse/Ops Management Teams

· Must be able to work overtime as needed, remain flexible and open to possible schedule changes to meet business needs

· Understands the need to maintain open communication with customers and Operations team outside of assigned shifts and business hours

· Regular, reliable attendance required

· Other duties as assigned (ie: special projects)

Experience/Qualifications:

· Must have a valid driver’s license

· Cell phone and basic computer skills required, including ability to text and/or email and full competency within the Microsoft Office Suite

· Must be able to multi-task in a fast-paced work environment

· Dispatch experience is mandatory

· Knowledge of GEO and Compass directions

· Prior leadership/management experience is preferred

· Outstanding communication skills, both written and verbal

· Strong people skills and excellent phone etiquette

· Superb organizational and time management skills

· Microsoft office, intermediate excel experience preferred

Training/Education:

· College Degree Preferred, High school diploma or general education degree (GED) mandatory

Job Type: Full-time

Pay: $26.50 - $27.75 per hour

Expected hours: 40 – 50 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Application Question(s):

• Are you willing to work fully on site at our Norcross headquarters?

Experience:

• Dispatching: 2 years (Required)

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Norcross, GA 30093 (Required)

Work Location: In person