Administrator - Dispatcher

Position: Service Dispatcher

Reports To: Administration Manager

Classification: NON-EXEMPT

Summary / Objective

The Dispatcher position will be responsible for interaction between our customers and field service technicians as well as Field Service Managers. The successful candidate must be able to work in a fast-paced environment and handle multiple tasks efficiently. Ability to gather appropriate information from customer phone calls and assign the proper technician(s) to respond to customer service requests. Track and monitor field technicians to determine availability to respond to service requests.

Primary Job Duties:

• Take incoming customer calls.
• Schedule and coordinate all service calls as calls are received.
• Create dispatch work orders as needed.
• Dispatch Service Technicians
• Maintain the dispatch board/schedule.
• Forecast Workload
• Track and monitor Field Technicians to determine availability to respond to service requests.
• Enter service calls into computer system and update progress accurately and on a timely basis.
• Follow up on all pending and recommended repairs work with customer.
• Provide support to Service Manager and/ or Operation Manager and provide additional office support as necessary.
• Assist with resolving billing issues with the Billing Admin and/ or accounting department as needed.
• Reviewing daily reports to audit filters in our existing service program
• Work to collect PO’s in a timely manner, or anything else required to support billing.

Essential Functions:

• Excellent verbal, written skills and computer skills.
• Type 40 – 60 WPM
• Strong people and customer service skills in a professional setting proven from past experience and references.
• Strong Microsoft skills and knowledge, Excel (Field Centrix or Solomon a plus) or other dispatching software experience and knowledge.
• Experience in matching the correct tier level technician to customer service need(s).
• Experience in tracking and communication with field technicians to determine availability for service calls.
• Passionate about accurate data entry of service calls into computer systems with a high level of ownership and ‘self-accountability‘
• Ability to work independently, calmly and efficiently.
• Effectively lead in organizing, monitoring, and maintaining the FX service system and all of its filters before going home each day.