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Dispatcher

3 months ago

Southfield, United States Empowered Staffing Full time
Job DescriptionJob Description

Empowered Staffing is partnered with one of America’s largest contractors, specializing in Mechanical, Refrigeration, and HVAC projects nationwide. Due to growth, they are looking for a Dispatcher/POD Specialist to join their team in Southfield to provide support and communication to internal teams while providing the best customer service.


The Dispatcher/POD Specialist will be responsible for communicating the customer’s needs and service histories to the field employees, managing the schedule boards, and triaging incoming calls while maintaining updated records at all times.

Responsibilities:

  • Keep electronic schedule boards current at all times

  • Follow the set process flow for managing all customer requests and open work orders

  • Communicate the required information to the field, management, and external customers, per company policy

  • Support field personnel and management on customer and company requirements as well as make sure tasks and calls are completed in an expeditious manner

  • Treat all customers and employees with respect

  • Data entry of service performance and information as well as updates to the customers

  • Verify work order readiness prior to any new calls being scheduled with the dispatching team and present to the POD Manager for scheduling approval

  • Coordinate the scheduling of jobs with the Dispatch team in an efficient manner, with the Assistant POD Manager's support

  • Proper purchasing and PO issuing, as needed to support the assigned market

  • Verification on IVR, check-in/out for all customers with technicians

  • Where applicable, verify and validate EMS readings and set points prior to releasing the job to the dispatch team

  • Submit daily reporting on the execution of account and work order completion

  • Use internal reporting tools to understand customer accounts and provide tailored reporting based on customer requests and needs, as directed by POD Management

Qualifications:

  • Strong customer service skills (Internal and External Customers)

  • Extremely high level of urgency to resolve problems

  • Strong organizational skills with the ability to manage multiple tasks, prioritize, and meet deadlines

  • High level of calendar/scheduling management skills

  • Ability to focus on desired results

  • Ability to adapt to very fast-paced environment and deadlines

  • Strong attention to detail

  • Excellent interpersonal and communication skills, both written and verbally

  • Works well in a team environment as well as independently

  • Must demonstrate organization and prioritization skills to manage time

  • Ability to remain positive, proactive, and flexible

  • Must have the ability to embrace change and adapt to changing circumstances

Education and Experience:

  • High school degree or equivalent

  • High level of computer skills, proficient in Excel

  • High level of knowledge of MS Office, including Word, Excel, PowerPoint, and Outlook

  • Experience in the HVAC Industry or other service business is preferred

  • Previous experience in administration and data management is preferred

Physical requirements:

  • Continuously able to work in an office environment

  • Continuously able to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer

  • Continuously able to sit at a computer for up to 8 hours

  • Able to alternate between sitting and standing, as needed throughout the day

  • Occasionally able to lift up to 15 lbs.

  • Continuously requires vision, hearing, twisting, and talking

  • Occasionally requires walking, lifting, carrying, reaching, kneeling, pushing/pulling, bending, and crouching

  • Rarely requires climbing