Dispatcher Customer Service Representative
3 weeks ago
Dispatcher-Customer Service Representative for a HVAC / Plumbing / Electrical company
We are seeking a Service Dispatcher with the ability to multi-task and make competent decisions under pressure, ensuring excellent customer service at all times.
The position requires the ability to have a big picture view of the service technicians performance and impact on the daily revenue.
Maintain the Service Technicians, and Plumbers’ daily schedules and dispatch them as service calls are completed. Maintain customer database with current information. Clear and concise communications with department managers, employees, and customers. Provide accounting with maintenance contract billing information.
Daily Duties:
- · Coordinate scheduled calls
- · Receive emergency and non-emergency calls
- · Dispatch Service Technicians, one call at a time
- · Maintain the dispatch board/schedule
- · Monitor the route and status of technicians to coordinate and prioritize their schedule
- · Prioritizing calls according to urgency and importance
- · Forecast workload 2-3 days out
- · Provide technicians with information about orders, traffic, obstacles, and requirements
- · Forward list of parts needed by a technician to the parts department
- · Confirm all calls for the following day
Requirements:
- · Proven experience as dispatcher or relevant position
- · Tech-savvy with knowledge of relevant methods
- · Fast typing with experience in data entry
- · Knowledge of procedures and guidelines for emergency situations
- · Proficient in English (oral and written)
- · Outstanding organizational and multitasking abilities
- · Active listener with excellent communication skills
- · Sound judgment and critical thinking
Schedule:
- Full Time Monday-Friday
Experience:
- Dispatching: 3 years (Preferred)
- Service Company Dispatching: 1 year (Preferred)
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