Bilingual Dispatcher

Overview:

The successful candidate will be a self-starter and have a goal-oriented mindset. This position handles getting technicians out to customers' homes quickly and efficiently along with scheduling appointments.

 

Why join THIS team?

• Flexible Hours/ Friendly Work Environment
• Robust benefits package; health, dental, vision insurance, prescription
• Paid life insurance
• Matching 401K
• Paid Training
• Paid Time off
• Weekly pay
• Career Advancement opportunities
• Paid Holidays

What YOU will do:

· Commitment to excellence in customer service and satisfaction with all customers

· Representation of Direct Air in a professional manner during customer service interactions

· Initiate and maintain constant professional communication with customers and vendors

throughout the service or repair process

· Create and maintain daily schedule for assigned service technicians

· Review work orders daily and ensure completion, schedule any needed follow ups, enter notes in customer records and close out the work order in the system

· Update call logs after each phone call

· Assist other dispatchers with challenges they may be experiencing

· Build and create accurate estimates based on technicians’ notes

· Track estimates from initiation to completion of the project, resolve any issues impeding progress

· Adjust daily work schedule with proper technicians for emergency situations as they occur

 

What you NEED:

· Knowledge of South Florida geography Broward, Palm Beach, Martin counties

· Preferred Service Titan operating software experience Not required

· Preferred working knowledge of Microsoft office Not required

· Ability to thrive in fast-paced environments and remain flexible to changing needs

· Excellent problem-solving, client-facing and conflict resolution skills

· Solid organizational skills, including multitasking, time-management and ability to prioritize; detail oriented and meticulous

· Previous experience in scheduling and dispatching in a home improvement, service or construction setting

· Excellent written and verbal communication skills with customers and co-workers

· Logistically sound scheduling experience

· Must be very well organized and have the ability to delegate and assign jobs appropriately.

 

Qualifications:

Qualifications:

• Dispatch experience highly preferred
• Ability to pass a background check
• High school diploma (or GED)
• Demonstrate passion for excellence with respect to treating and caring for customers
• Strong decision-making abilities
• Ability to identify customer needs and clearly articulate product and service offerings
• Highly developed sense of integrity and commitment to customer satisfaction
• Meet all attendance and dependability requirements
• Team player
• Multitasking and time management skills with the ability to prioritize

Core Competencies:

• Strong verbal and written communication skills
• Comfortable in navigating through multiple software systems and windows simultaneously
• Ability to show empathy when responding to customer’s needs
• Must be flexible with the ability to adapt to changes quickly and think conceptually

 

 

Responsibilities:

Who/What Are We Looking For?

• Coordinate the transportation movements of the technicians
• Must keep track of the drivers’ schedules as they change throughout the day
• Keep track of the technicians’ start and departure times
• Must maintain a matrix with the techs’ routes, start location, specialty tools and qualifications to be able to assign the right call to the right tech
• Requires interaction with drivers daily
• Anticipate problems with routes and parts by making quick sound decisions
• Respond to special requests from customers related to jobs performed by a technician
• Order parts for special orders
• Maintain techs’ vacation, sick and weekend schedules
• Follow up on all pending/ recommended work
• Forecast workload for 2-3 days out
• Contact customers with parts pending and status of parts