Dispatcher (56173)

Job Description

Purpose

The Dispatcher will dispatch Service Technicians to jobs.

Essential Job Functions

E Dispatch Service Techs using ServicePro.

E Schedule and monitor the dispatch board.

E Learn the business and learn how to prioritize the most urgent customer calls.

E Ensure quality customer experience by relaying detailed and accurate information to the technicians in the field.

E Recorded and report the service calls.

E Update customers through the day on the technician’s progress.

E Knowledge of common HVAC equipment maintenance, plumbing issues, and heating/AC repairs.

E Analyze and solve issues impacting technicians and customers during the process.

E Strategically work with technicians to ensure customers receive excellent service.

N Other duties as assigned.

Work Hours

This is a non-exempt position. Work hours to be determined based on the needs of the business. Overtime may be required based on the needs of the business.

Competencies

Excellent communication skills including active listening. Strong written and verbal communication skills. Service-oriented and able to resolve customer grievances. Ability to handle sensitive customer concerns while proactively recommending solutions that meet the customer and company needs. Ability to prioritize tasks according to importance in a fast-paced environment

Education and Experience

Requires a high school diploma and/or equivalent. Minimum of six (6) months of previous dispatch experience preferred. Must have experience with Microsoft Office Suite.

Work Environment

Standard office environment.

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift 15 pounds at a time.

Supervisory Responsibility

None. All questionable matters are referred to Supervisor.

Travel

Travel is not a current requirement of this position.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Employee signature below constitutes employee’s understanding of the requirements, essential functions and duties for the position. Employee certifies that they are able to perform the essential functions of this position with or without reasonable accommodation.

______________________________________________ _______________________

Employee Signature Date

Qualifications

Competencies 

 

This position requires strong time management skills and the ability to work independently or in a team. Must have the ability to maintain a high level of professionalism and customer service standards in stressful situations. This position requires excellent communications skills both verbally and written. Must be hard working, self-started with a positive attitude and respectful. This position requires excellent problem-solving, analytical skills and decision making. 

 

 

Education and Experience 

 

High school diploma and/or equivalent. Prefer a minimum of 6 months of previous experience as a dispatcher.