Job Description:

The Customer Service Dispatcher is to deliver quality products and services which meet or exceed customer and industry standards and to achieve customer satisfaction through a unified commitment to job competency and unsurpassed service.

Essential Job Functions:

  • Coordinate and schedule all open work (work orders) by assigning technicians to complete work
  • Maintain technician’s schedules. Ensure dispatching software is current and up to date
  • Coordinate territories to maximize technician’s efficiency
  • Schedule all Service Technician’s and customer follow-up
  • Promptly follow up on questions and problems
  • Respond to customer inquiries and requests in a professional businesslike manner
  • Perform all duties in an orderly manner
  • Operate with a sense of urgency to accomplish tasks on behalf of the customer and to achieve the desired exceptional service standards
  • Prepare reports including backlog data, technician efficiency, capture technician hours to costing to work orders and technician timecards
  • Identify and resolve customer complaints
  • Review of service technicians’ activities daily
  • Coordinate Service Repair work with Inspection work
  • Prepare and submit certification papers as required
  • Attend in-house training sessions and training as assigned and/or required
  • Work cooperatively with other departments within the company and with fellow coworkers
  • Interface with customers to explain work to be performed, answer their questions and address their concerns in a knowledgeable and respectful manner
  • Manage time appropriately while working in a fast-paced environment.
  • Perform all other duties as deemed necessary by your department manager

Skills, Knowledge and Abilities:

  • Ability to work independently with limited supervision
  • Demonstrate integrity, honesty
  • Advanced proficiency in Microsoft Office, including Excel and Outlook and familiarity with Maxwell Software applications
  • Demonstrate problem-solving skills
  • Good communication skills (written and verbal). Able to interact with all levels being served
  • Represent the company in a professional, credible manner in speech, written communications and appearance
  • Able to adapt behavior to different people and situations. Be flexible by adjusting interpersonal approaches appropriate to the manager/employee

Education/Experience:

  • Required: High School Diploma or GED
  • Preferred: Bachelor’s Degree
  • Required: 3-5 years’ experience in customer service
  • Preferred: 5 + years related experience
  • Previous experience dispatching technicians

Physical Demands/Working Conditions:

  • While performing the duties of this job, the employee is regularly required to sit, talk, hear, type and operate office technology – computers, printers, copy machines, calculators, et. al.
  • The employee is occasionally required to stand
  • Must be able to lift and/or move up to 20 pounds
  • Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus
  • Ability to distinguish colors and use hands for repetitive fine manipulation frequently
  • Regular and Timely Attendance
  • Must pass initial and random substance abuse tests