What are the responsibilities and job description for the Service Dispatcher position at Power Support Partners?
Title: Service Dispatcher
Location: Atlanta, GA
About Power Support Partners: Power Support Partners is founded on the idea that a business can sincerely improve the world. We are a group of entrepreneurs, creatives, and technologists who set out to build a team of people that sincerely believes in our values: Love People, Improving Always, Together We Win, and Executing with Excellence. Our main service is installing and maintaining standby generators for power outages which helps people through some of the most difficult moments of their lives.
Role Summary:
We are seeking a diligent and organized Service Dispatcher to join our team. This position focuses on coordinating and dispatching service requests related to generators. The ideal candidate will have strong communication skills, a customer-focused approach, and the ability to efficiently manage service schedules and technician assignments.
Responsibilities & Process:
- Receive service requests from customers regarding generator maintenance, repairs, and installations.
- Schedule service appointments and dispatch technicians to customer locations.
- Coordinate with technicians to ensure timely arrival and completion of service calls.
- Maintain accurate records of service requests, appointments, and technician assignments.
- Communicate with customers regarding service timelines, technician arrivals, and any changes to appointments.
- Monitor technician availability and workload to optimize scheduling and service efficiency.
- Provide excellent customer service by addressing customer inquiries and concerns promptly and professionally.
Requirements:
- Proven experience as a dispatcher or in a similar role, preferably in the home services or maintenance sector.
- Strong organizational and multitasking skills with the ability to prioritize tasks.
- Excellent communication and interpersonal abilities.
- Proficient in computer systems and software, including scheduling and dispatch software.
- Knowledge of generators or similar equipment is advantageous.
KPIs:
- Response Time: Measure the average time taken from receiving a service request to assigning a technician.
- Schedule Adherence: Track the percentage of service appointments that are completed on time as scheduled
- Technician Utilization Rate: Calculate the percentage of time that technicians are actively engaged in service calls versus idle time.