Service Dispatcher

Job Summary

Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. Maintain the on call schedule for service technicians. Maintain customer database with current information. Clear and concise communications with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times.

Responsibilities

• Take incoming customer calls.
• Schedule and coordinate all service calls as calls are received.
• Create dispatch ticket for all service calls.
• Dispatch Service Technicians, one call at a time.
• Confirm all upcoming appointments
• Debrief Service Technicians after completion of each call.
• Respond to all messages left overnight upon arrival
• Maintain the dispatch board / schedule.
• Forecast workload for 2 – 3 days out
• Contact customers with “courtesy call” upon receiving pending repairs & keep them updated on price, pending parts and ETA status.
• Order parts and track by utilizing purchase order system
• Update customer files as information is received from Service Technicians. (warranties, equipment info, new customers, any pertinent information.)
• Schedule residential & commercial maintenance appointments to meet weekly goals
• Maintain on call schedule, to include 1st on call and standby technician
• Maintain customer history files in database
• Verify customer warranties
• Keep pending appointment dispatches (follow-ups) up to date and schedule promptly.
• Follow up w/ parts vendors on all pending parts being shipped
• Maintain maintenance memberships, including billing, scheduling, and staging of materials, database information, customer hard files and renewals.
• Help Service Administrator with monthly statements and renewal letters.
• Forward list of parts used by technicians to warehouse for truck restock.

Experience

• Advanced customer service skills.
• Ability to multi-task
• Organized
• Geographical knowledge of service area or map reading skills
• Knowledge of industry is recommended but not required
• Computer skills
• High school diploma or general education degree (GED)
• Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience

Job Type: Full-time

Pay: $15.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person

Salary : $15 - $20