Dispatcher

Description

• Send out weekly incomplete reports to technicians, go through every service call we make and ensure its closed in timely fashion, not stuck on parts hold, follow-up, or incomplete beyond customer billing expectations.
• Dispatcher to follow-up and ensure tech syncs the information back to main office regularly.
• Coordinate with technicians and assist with job quoting with appropriate markups.
• Set up and introduce new technicians via software and systems, procedures, and expectations.
• Companywide liaison with the Construction Team when technicians are needed on a project.
• Purchase items for techs when vendor requires credit card purchasing.
• Set up new customers in software as a new customer (or a new location) for all states.
• Dispatcher creates the job in current software, assigns to the appropriate technician, technician receives notification of job via handheld device.
• Responsible for providing technicians with PO’s and processing vendor invoices into system accurately.
• Maintain the on-call schedule through technician feedback and distribute per union guidelines and timing.
• The intent of dispatch is to enable different parties to communicate well, ensuring accurate and timely transmission of information.
• Get to know the technicians, their personalities, abilities, and professionalism to ensure we send the right people. Communicate with all levels of organization, as necessary.
• Take calls and Dispatch technicians to calls.
• Dispatcher is responsible for calling back customer and setting expectations on technician ETA.
• The Dispatcher acts as a communication point for urgent and non-urgent calls, receiving requests, transmitting messages, and tracking technicians.
• Use discretion when conveying information from conversations with other technicians and customers.
• Keep the “Remember that the customer is always right” attitude when dealing with both inside and outside customers.
• Follow-up daily, on previous day’s after-hour correspondence (emails, texts, emergencies, concerns, questions).
• Support the technicians in the field by being a central hub of information: i.e., vendor issues, refrigerant leaks, parts ordering, repair of tech equipment, talk them through how to use a tablet, phone, or handheld communication device, coordinate contact with IT to reset technician functions, as needed.
• Provide credit apps for new customers and pass to accounting for approval.

Requirements

• Ability to function and maintain a sense of calm demeanor in a high-pace, high-stress environment.
• Ability: will need empathy and compassion, and the ability to keep calm in distressing situations.
• Get details on the issue when taking the call – investigative skills/interview skills.
• Problem-Solving Skills: You will need to be able to prioritize the most important situations and think quickly on your feet. Ability to think on your feet and differentiate levels of emergencies.
• Attention to detail.
• Intermediate computer skills.
• Knowledge of area/land local geography is highly helpful.
• Ability to communicate with Technicians in the field to get the information to/from techs and customers.
• Ability to Multitask: Dispatchers often are moving a lot of people around at the same time, tracking their movements and keeping tabs on what they need.
• The Dispatcher must be primarily an excellent communicator and able to remain calm and composed, especially in urgent situations. He or she must be able to multi-task, act, and execute inquiries with very little supervision.
• Communication Skills: You will be listening and speaking to people via phone, often in some state of distress. Your ability to listen, speak plainly and communicate effectively will be necessary.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance