Dispatcher

GENERAL DESCRIPTION OF THE JOB:

Dispatch work involves scheduling and routing of service technicians & calls and contacting customers to maximize work to be performed by the service department. Performance of simple clerical work will also be required.

JOB ACTIVITIES:

• Ambassador and spokesperson for the company
• Dispatch service technicians
• Acts as the spokesman for the customer, communicating to the company: what the

customer wants, when they would like it, and how they would like it done

• Communicate effectively with the customer and answer their questions and concerns
• Assist callers in understanding their problem and communicate fee’s, method of

service, and payment options

• Utilizes scheduling priorities & tech skills to schedule appointment times and range calls on the schedule
• Answers phones correctly and in a professional manner.
• Takes calls correctly using scripts and professional practice steps
• Enters all customer data in the computer
• Work as a team with other team members
• Understand and follow all company philosophies, policies and procedures
• Understand and follow written and verbal instructions given
• Represent the company in a professional manner
• Perform related work as assigned
• Meet company performance standards per performance reviews
• Follow all company safety rules and requirements
• Makes outbound calls to complete Happy Checks using script
• Offers ICPO’s as needed
• Assists administration however requested
• Dispatch for profits using map tools (i.e. MapPoint, GPS)
• Answer and take care of emails received via the service inbox

GENERAL QUALIFICATIONS and REQUIREMENTS:

Experience and Training, Education, Knowledge, Skills & Abilities:

• Should have experience in the area of customer service
• Dispatching experience helpful, but not necessary
• Knowledge of the Windows Operating system, including Outlook
• Very proficient typing abilities
• Use of SuccessWare21. On the job training provided.
• Basic knowledge of filing systems; including alphabetical and numerical systems
• Must be able to multi-task. Communicate to multiple people at the same time (clients, CSR’s, management, and techs), use many online programs at the same time.
• Must be a quick learner and able to use computer system shortcuts
• Being able to prioritize tasks effectively in any given moment
• Must be adaptable and open to changes
• Exercise good decision making quickly
• Must be able to work effectively and with a positive attitude in a high paced environment.
• On the job training will be provided
• High school diploma or GED

Other:

• Required to sign a Confidentiality agreement with the company
• Successfully complete all background checks, drug testing and employment screening
• Neatly groomed per dress code policy