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Dispatch Manager
3 months ago
The Dispatch Manager is responsible for supervising all areas of operations relative to dispatch, and the support and coordination of customer service. Within authority delegated, plans, organizes and directs employees and activities so that objectives are attained, plans fulfilled, customers are served, and long-term profitability goals are met.
Essential Duties and Responsibilities:
•Manager maintains consistent attendance, timeliness or arrival (8:00 am) and stays until (5:00pm) to ensure productivity and efficiency of department. Lunches are one hour.
•Provide adequate coverage. If there is a shortage of personnel due to absences or other reasons in the department, the Manager is expected to remedy by either finding another employee to cover or cover themselves.
•Maintains department schedules
•Monitor and ensure the accuracy of the dispatch board on a daily basis (ensure technicians are
being dispatch based on qualifications and location)
•Dispatch board oversight (Evaluate calls continuously to ensure all calls are handled correctly.
Evaluate customer history to ensure we are making strong business decisions (DNS, call
concerns, determine management engagement)
•Oversight on department processes and tasks are completed accurately and in a timely manner
(verify closeout details, happy check, permits, equipment, warranty info, correct notes, monitor
document storage)
•Maintains all CSR/Dispatch support documentation & systems (Qualification lists, phone lists,
etc.)
•Maintains technician/customer service data within Service Titan (Adds/deactivates technicians,
qualification settings, Job Types/Classes, warranty/equipment Info, etc.)
•Selecting (new hires), training, maintaining and managing a capable, highly productive and efficient dispatch staff. Monitoring the performance and time usage of the dispatch staff.
•Monitor performance of department, including identifying trouble areas and changes in procedure to best meet company objectives
•Conduct monthly one on one meetings and monthly group meeting with Dispatch team with the objective of training personnel, encouraging teamwork, and identifying areas of individual growth
•Develops, maintains and administers procedural manuals for dispatch personnel.
•Tier 1 customer inquiries/Inquiry tracking (1st Service Club cancellations, appointment concerns,
etc.)
•Regularly monitor inquiry statuses, ensuring that they are being handled quickly by management
•Manage after-hours call center relationship (this will be going away)
•Be regularly reachable by phone and email (including nights and weekends) to support dispatch
staff as well as other company employees
•Backup and vacation/personal time support for permits and Xcel rebates
•Attends and actively participates in weekly staff meetings. Communicating department updates
and receiving feedback for other departments.
•Additional duties and responsibilities as assigned
Knowledge, Skills and Abilities:
•Detail Oriented
•The Dispatch Manager must be goal oriented, self-starting, and energetic
•Must have very pleasant telephone demeanor and be able to demonstrate great customer
service and telephone skills
•The Dispatch Supervisor must be able to work with other employees, management, and
technicians to get the job done correctly and in the best interest of our customers, while abiding
by Company policies and procedures
•Basic sales skills, thinks "out of the box" to help department run efficiently
•Basic computer literacy of Microsoft Office (Word, Excel, Outlook)
•Knowledge of Service Titan software preferred but not required
Experience:
•A minimum of two years customer service and/or one year experience in dispatch
•Must be able to type 35wpm on a standard keyboard as well as perform other basic clerical
operations
Education: High school diploma or equivalent
Body Positions:
Regularly requires sitting, walking, bending, and lifting for prolonged periods of time
Strength:
Must be able to lift up to 30 pounds
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
This job description is intended as a summary of the primary responsibilities of and qualifications for this position. The job description is not intended as inclusive of all duties an individual in this position might be asked to perform or of all qualifications that may be required either now or in the future.
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