Dispatcher, After Hours

Overview

After-hours dispatcher handling calls, scheduling, and technician coordination

Key Responsibilities

• dispatch monitoring
• order management
• call intake
• tech scheduling
• work closure
• customer service

Tasks

-Monitor the Schedule board to clear up any appointments in the status of Dispatched, Open or Declined. -Document problems in the system and transmit to technician’s mobile device any/all call detail, history, and level of urgency. -The employee may occasionally lift and/or move up to 20 pounds. -Monitor the outstanding work orders and maintenance orders ensuring timely completion Interface with field supervision on any/all conflicts in requests for service, repeated callbacks or customer issues requiring their attention. -Monitor the change of status of all calls on the electronic dispatch board. -Placing timely requests for service as requested by customers -Interface with ACCO’s non-service departments placing requests for service to assure a timely response and that the work schedule is updated. -While performing the duties of this Job, the employee is regularly required to sit for prolonged periods, stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is regularly required to walk and sit. -Identify the nature of the call by collecting necessary and relevant details. -Transfer dispatch operations to the next shift end and verify handoffs. -Close out completed work orders, reconcile time applied, verify resolution and prepare for billing. -Monitor the Tech Time Emails and make the necessary adjustments to the Technician’s hours. -Review the maintenance WIP for completed jobs and close out the costs. -Provide exceptional customer service to internal and external customers by conducting intake and assessing the nature of the call, assigning and dispatching the call to a service technician and documenting the disposition and resolution on the system and monitoring call status in real time. -Assess and assign service calls to the appropriate area service technician.

Requirements

• windows
• google
• data entry
• hs diploma
• problem solving
• detail oriented

What You Bring

-Ability to handle multiple phone lines in a hectic, fast paced environment. -Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people. -Proficiency with Microsoft Windows environment & Google products -Big Picture: Understands and contributes to organizations’ short- and long-term business strategy. On a personal level has independently developed a vision for short- and long-term career success. -The auditory/hearing abilities required by the job include ability to hear customers calling by telephone. -Analytical and problem solving skills -Likeability: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner. -Ability to maintain 99.9% accuracy in all transactions -Excellent writing and verbal communication skills -Proactivity / Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one’s level / position and with minimal supervision. -Detail oriented. Very organized with demonstrated ability to multitask -HS Diploma or equivalent -Problem-Solver: Ability to identify, analyze, and solve a problem in support of personal, group, department, or organizational objectives. -Regular and routine attendance is required. -Insight: The ability to gather and make sense of information that suggests new possibilities. -2-3 years of data entry with dispatch ticketing system -Specific vision abilities required by this job include close vision and distance vision.

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About Acco Engineered Systems

-As an employee‑owned firm, it offers start‑to‑finish capabilities: engineering, fabrication, installation, commissioning and service. -Typical undertakings include sports venues (like SoFi Stadium), healthcare campuses, government facilities, commercial towers and educational labs. -Specializing in commercial and industrial HVAC, plumbing, process piping, electrical distribution and building automation systems.

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