Central Dispatcher

4 weeks ago

Warrendale, United States Armstrong Group Full time
What's in it for you:
  • Attractive compensation package
  • Comprehensive benefit package starting day 1
  • Opportunity to grow within the company
  • The chance to be part of a Top 10 company and high-energy employee culture
What You'll Be Doing:
  • Manage, assign & route appointments for service and new system installations
  • Monitor technician routes throughout the workday. Identify cancellations, available capacity, late running techs, and other dynamic conditions. Take action to assign/reassign work to meet customer commitments and maintain a utilized team.
  • Contact customers to schedule or adjust appointments based on customer requests or as a result of intra-day scheduling changes
  • Handle incoming calls from customers, field technicians, third party subcontractors, and other internal departments.
  • Respond to any electronic inquires or service requests
  • Work assigned follow up and action queues including but not limited to: Technician ETA requests, earlier service/priority service requests, technician communication actions, emergency service actions and requests, as well as same day schedule changes/adjustments
  • Other tasks and duties may also be assigned as needed
What You'll Need:
  • Customer service or dispatching experience a plus
  • Strong communication and data entry skills required
  • Attention to detail and ability to work independently needed
  • Ability to read maps required
  • Applicant must also handle multiple assignments and be able to meet deadlines and work well under pressure.
  • Individual should have a proficient knowledge of Microsoft Word, Excel and Outlook.
  • Individual must be adaptive to, and supportive of change.
  • High School Diploma or equivalent
Critical Performance Metrics:
  • Meet and maintain department/organization service level goals, as it pertains to incoming phone and ACD activities
  • Meet and maintain department/organization goals relevant to the customer experience, including but not limited to:
    • On time arrival
    • Same Day Completion
    • Customer relationship management (i.e. special requests, return trip coordination, etc.)
  • Meet and maintain department/organization goals relevant to technician productivity and overall efficiency, including but not limited to:
    • Technician utilization
    • Travel time efficiencies
    • Limited unabsorbed/nonproductive time
    • Coordinate availability aligned with company SLA and Days Out standards

Who We Are
The Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.

Armstrong is an Equal Opportunity Employer.

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