SERVICE DISPATCHER

Worcester MA

Description

About our company: Our mission is to provide the highest level of service for our business partners. We strive to grow and retain our business partners by exceeding their expectations and by growing their trust through exceptional interactions with our service team. We are committed to maintaining the highest levels of integrity and honesty with our team members, vendors, professional associates and business partners. It is our goal to exceed our business partner's expectations on every new opportunity. Job Summary: The Service Dispatcher supports the day-to-day operations of the company by efficiently assessing / prioritizing / scheduling with customers and dispatching technicians to service calls throughout the day. This role requires the dispatcher to think critically to ensure they are dispatching the best fit technician for the call. MUST be able to multi task and work in a fast paced environment but also be proactive on slow days. Other duties include Coordination of ordering of parts for jobs with our Operations Manager, successfully rescheduling jobs when part arrives, making management aware of any parts that need to be ordered, processing completed service orders, updating customer portals / data bases. Essential Duties and Responsibilities: The essential functions include, but are not limited to the following: • Respond to emails, phone calls and portals to accept incoming service calls from our business partners. • Schedule and dispatch all service calls to ensure maximum scheduling efficiency without compromising business partner satisfaction. • Assist in managing the service schedule to keep field personnel on the move and generating maximum revenue. Make every effort to manage geographically large service territory and daily call scheduling effectively in order to maximize productivity. • Notify business partners in advance when our service technician is not going to arrive within the scheduled time window and re-scheduling the time at the partner’s convenience. • Share responsibility to ensure that all service technicians arrive at their designated appointments ON TIME. • Debrief service technicians after each call and ensure that they have completed all required job documentation. • Perform follow up satisfaction calls to each customer after their appointment to ensure they are satisfied with our services. • Work closely with our Operations Manager to ensure parts needed are ordered and working closely to reschedule jobs when parts arrive. • Adhere to all company policies as outlined in handbook. • Candidate must be able to participate as a team member in fast paced hectic stressful office environment. Minimum Qualifications: • Experience in dispatching a service team is preferred • High school diploma/GED required • Associate degree preferred but not required • Self-starter, reliable • Strong customer service skills • Excellent professional communication skills (written and verbal) • Excellent interpersonal communication skills on a professional and technical level • Able to work both independently and as part of a team • Strong knowledge of Microsoft Excel, Word and Powerpoint • Must be a critical thinker - Strong English composition skills • Telephone etiquette and working knowledge of email and portal systems • Ability to develop tools that create efficiencies within department Benefits: After 90 days: • paid vacation • paid Sick • 401K - company match up to 4%