GENERAL DESCRIPTION OF THE JOB:
Dispatch work involves scheduling and routing of service technicians & calls and contacting customers to maximize work to be performed by the service department. Performance of simple clerical work will also be required.
JOB ACTIVITIES:
- Ambassador and spokesperson for the company
- Dispatch service technicians
- Acts as the spokesman for the customer, communicating to the company: what the
customer wants, when they would like it, and how they would like it done
- Communicate effectively with the customer and answer their questions and concerns
- Assist callers in understanding their problem and communicate fee’s, method of
service, and payment options
- Utilizes scheduling priorities & tech skills to schedule appointment times and range calls on the schedule
- Answers phones correctly and in a professional manner.
- Takes calls correctly using scripts and professional practice steps
- Enters all customer data in the computer
- Work as a team with other team members
- Understand and follow all company philosophies, policies and procedures
- Understand and follow written and verbal instructions given
- Represent the company in a professional manner
- Perform related work as assigned
- Meet company performance standards per performance reviews
- Follow all company safety rules and requirements
- Makes outbound calls to complete Happy Checks using script
- Offers ICPO’s as needed
- Assists administration however requested
- Dispatch for profits using map tools (i.e. MapPoint, GPS)
- Answer and take care of emails received via the service inbox
GENERAL QUALIFICATIONS and REQUIREMENTS:
Experience and Training, Education, Knowledge, Skills & Abilities:
- Should have experience in the area of customer service
- Dispatching experience helpful, but not necessary
- Knowledge of the Windows Operating system, including Outlook
- Very proficient typing abilities
- Use of SuccessWare21. On the job training provided.
- Basic knowledge of filing systems; including alphabetical and numerical systems
- Must be able to multi-task. Communicate to multiple people at the same time (clients, CSR’s, management, and techs), use many online programs at the same time.
- Must be a quick learner and able to use computer system shortcuts
- Being able to prioritize tasks effectively in any given moment
- Must be adaptable and open to changes
- Exercise good decision making quickly
- Must be able to work effectively and with a positive attitude in a high paced environment.
- On the job training will be provided
- High school diploma or GED
Other:
- Required to sign a Confidentiality agreement with the company
- Successfully complete all background checks, drug testing and employment screening
- Neatly groomed per dress code policy
