This position will help with scheduling and dispatching technicians for service, maintenance or emergency repairs outside the place of business and will act as a liaison between the customer and the company, making sure customer needs are met by creating a customer to client atmosphere in all interaction with internal and external customers.
Job Duties and Responsibilities:
- Serve as the initial point of contact with escalated issues and inform manager.
- Receive customer service calls and schedule or dispatch technicians to appropriate locations.
- Relay work orders, messages, or information to or from technicians or customers.
- Communicate with customers, coworkers, or supervising personnel to address questions, problems, or requests for service.
- Communicate with the customer the status of service call and relay information to technician and service representatives as needed.
- Prepare and schedule daily work and run schedules.
- Receive and document customer purchase orders.
- Track status of any orders and resolve problems.
- Confirm time, check material, and submit for billing once matched to biller.
- Monitor technician locations and utilization to coordinate service and schedules.
- Record and enter records of customer requests, work or services performed.
- Coordinate and determine tools and inventory needed for technician to complete service order.
- Advise technicians and coworkers about traffic problems, such as construction areas, accidents, congestion, weather conditions, or other hazards if known.
- Identify best itinerary based on customer and equipment knowledge.
- Manage the unbilled hours report.
- Submit tech hours for payroll processing.
- Assist and train dispatchers.
- Perform administrative activities, which may include returning parts for credit, assisting with labeling incoming equipment or parts for service and construction departments.
- Other duties as assigned.
Required Education/Experience:
High School Diploma (or GED or High School Equivalence Certificate) and 3-5 years of dispatching experience required.
