Dispatcher

Description

The Dispatcher role is perfect for someone who thrives in a fast-paced environment and enjoys being the central hub of communication. You'll coordinate technicians, solve problems in real-time, and keep jobs running smoothly, making a direct impact on customer satisfaction and field productivity. It's a great fit for someone organized, proactive, and ready to be a key player in daily operations.

RK Overview 

RK Industries (RK) is a second-generation family-owned business built on hard work and strong values. Led by brothers Rick and Jon Kinning, we take pride in delivering a wide range of hands-on services including construction, manufacturing, custom fabrication, and building services. With seven specialized business units working in close coordination, we ensure every job is done right from start to finish. Our proven methods, focus on safety, and commitment to quality help bring our customers' biggest ideas to life.

 Role Responsibilities

• Assists in the administration of service coordination, field productivity and field profitability. Also assists the Superintendents in achieving the goals and objectives of the Department.

• Schedule service, maintenance and warranty work taking into consideration the expected complexity of the work versus the experience and capabilities of the technician.

• Assist the Field Services Manager/Director and Superintendents in the planning, organization, motivation and coordination of the department's resources and objectives.

• Assists in answering heavy phone volume for both internal and external customers.

• Strives for first call resolution, assists in the resolution of customer complaints in a timely, efficient and cost-effective manner, and knows when to reach out to management for assistance.

• Guide field staff in properly completing specialized forms required and assist in getting the paperwork to the necessary departments.  

• Daily coordination with the Superintendents and technicians.

• Takes responsibility for seeing the job is completed satisfactorily by following up on callbacks and completion of jobs.

• Initiates actions to verify or respond to changes in appointment times including contracting customers to verify scheduled appointments notifying customer when technicians will be late, reschedule missed appointments and place follow up calls.

• Accurately captures customer information GP Wennsoft, verifies documentation.  

• Checks in regularly with customers via phone or email to stay on track, avoid problems and make sure the customer is pleased.

• Makes appropriate judgements to remedy problems and ensure service recovery.

• Actively listens to customers, sets clear mutual expectations, empathizes as necessary and is friendly and professional.

• Works with Field Supervisors to prioritize open calls and then dispatches in a timely manner.

• Working hours are Monday - Friday, 8:00am to 4:30pm.

 Qualifications

Assists in the administration of service coordination, field productivity and field profitability. Also assists the Superintendents in achieving the goals and objectives of the Department.

Schedule service, maintenance and warranty work taking into consideration the expected complexity of the work versus the experience and capabilities of the technician.

Assist the Field Services Manager/Director and Superintendents in the planning, organization, motivation and coordination of the department's resources and objectives.

Assists in answering heavy phone volume for both internal and external customers.

Strives for first call resolution, assists in the resolution of customer complaints in a timely, efficient and cost-effective manner, and knows when to reach out to management for assistance.

Guide field staff in properly completing specialized forms required and assist in getting the paperwork to the necessary departments. 

Daily coordination with the Superintendents and technicians. 

Takes responsibility for seeing the job is completed satisfactorily by following up on callbacks and completion of jobs.

Initiates actions to verify or respond to changes in appointment times including contracting customers to verify scheduled appointments notifying customer when technicians will be late, reschedule missed appointments and place follow up calls.

Accurately captures customer information GP Wennsoft, verifies documentation.  

Checks in regularly with customers  via phone or email to stay on track, avoid problems and make sure the customer is pleased.

Makes appropriate judgements to remedy problems and ensure service recovery.

Actively listens to customers, sets clear mutual expectations, empathizes as necessary and is friendly and professional.

Works with Field Supervisors to prioritize open calls and then dispatches in a timely manner.

What Sets RK Industries Apart  Safety: Our unmatched culture of safety is our foremost core value, guiding everything we do each day: Health, Safety, & EnvironmentalAwards: Whether in Construction, Manufacturing, Fabrication, or Service, RK Industries is highly recognized and accredited throughout the industry: Accreditations & RecognitionBenefits: RK Industries offers competitive benefits to support your growth and well-being: Benefits & RewardsPhilanthropy: RK Industries not only builds our community through our projects, but also invests in it by supporting local services for over a decade through the RK Foundation: RK Foundation Development: Through RK University, we provide hands-on training and development opportunities that empower employees to advance their careers and grow within the company, to include leadership and technical learning opportunities, we well as our accredited apprentice program: RK University & RK Apprenticeship Program   Applications are accepted on an ongoing basis.  

RK Industries, LLC is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law

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