Dispatching Representative

  • $14.00/hour
  • Summary: The role of the Dispatch Representative is to communicate professionally and effectively with the field technicians as well as customers to route the qualified technician to the correct call. This position requires someone who is a team player that will be able to work closely with field technicians and customers in a fast paced environment; achieve high levels of customer satisfaction; and manage a budget. He/she must be able to multi-task and have excellent time management, organizational, and communication skills; scheduling and follow up techniques; a positive attitude, and good social skills. He/she must have attention to detail. The Dispatch Representative should have some experience in Dispatch, or appointment routing, although not required. 

    Essential Duties/Responsibilities: Strong organizational and communication skills. Interact daily with over 70 field technicians and efficiently manage their day-to-day activities. Actively participate in weekly team meetings, to assure weekly, monthly goals are met. Ability to handle multiple tasks simultaneously in a fast-paced environment. Productively use time to ensure technicians are running on schedule for set appointments. Manage booking windows and route calls to technicians based on priority, ability to sell, geo location, skill level, etc. Answers customer inquiries and gathers data to determine and resolve customer issues. Provides customer with product/service information. Schedule new appointments and installations. Reschedule existing appointments to make room for priority calls. Transfers escalated calls to supervisors management for resolution. When necessary, follow up with sub-contractors to ensure that a claim is complete. When necessary, follow up with customers to ensure satisfaction of repair/replacement. Perform a follow up questionnaire on each call every day. Ability to take direction from multiple managers, and complete tasks assigned to them in a timely manner.

     Education: High School diploma, GED or equivalent required. Basic math, English, grammar, and punctuation rules are required. 

    Experience: Previous dispatching experience a plus but not required. Working Conditions: Fast-paced open office environment. Overtime required as necessary.


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