Dispatcher

Overview:

You will schedule and dispatch service technicians from customer calls and service contracts to specific locations for routine maintenance and emergency repairs. This role serves as the central point of communication between customers, technicians, and internal teams, optimizing schedules to meet service demands while maximizing productivity.

Responsibilities:

• Review and respond to calls taken by the call center.
• Prioritize calls and leverage appropriate workforce. Optimize technician schedules and routes to improve productivity, reduce travel time, and support branch financial objectives.
• Actively manage open service work orders, including new, incomplete, follow-up, and at-risk work orders, to ensure timely scheduling, accurate status updates, and visibility to Service Management. Schedule or dispatch service technicians to appropriate locations, according to customer requests, specifications, or needs.  Verify receipt of call by technician. Monitor daily schedules and adjust in real time to accommodate emergencies, priority calls and changes.
• Proactively identify and escalate at-risk work orders, SLA concerns, technician capacity issues, customer concerns, and scheduling conflicts to Service Management. Respond to customer issues with Service, and update work tickets accordingly. 
• Maintain accurate work orders, dispatch board, technician status and scheduling information in company systems.
• Ensure scheduling, technician communication, ETA updates, work order notes, and customer updates comply with customer-specific requirements, service standards, and SLA expectations. Communicate with customers or supervising personnel to address questions, problems, or requests for service. Resolve scheduling conflicts and customer concerns professionally.
• Assign service work to the appropriate technician based on geography, urgency, skill set, availability, customer requirements, and work order details.
• Handle inbound and outbound calls, emails, and messages related to scheduling and service of our customers.
• Maintain customer portal compliance by providing timely updates, technician ETA’s, parts status updates, and accurate work order documentation.
• Schedule and monitor preventative maintenance work to support on-time completion and compliance with customer contracts and service commitments.
• Monitor technician availability, daily check-in/check-out activity, and work assignment status to ensure efficient deployment of resources.
• Support branch profitability by reducing work order aging, minimizing unnecessary dispatch costs, maximizing technician productivity, and ensuring timely completion of billable work.
• Obtain COD information and notify credit to send an application for credit approval to new customers. Assist with adding new customer sites.
• Maintain compliance with company policies and service standards.
• Additional responsibilities as assigned. 

Qualifications:

• High school diploma/GED, Associates Degree preferred
• 0-5 years of related experience and/or training; or equivalent combination of education and experience
• Ability to successfully manage multiple, competing priorities/task in a fast-paced work environment. 
• Strong communication skills, verbal and written, required.
• Intermediate to advanced proficiency in Microsoft Office Suite.
• Strong organizational, time management skills, and high attention to detail
• Flexibility to work outside normal working hours, as required.
• Working knowledge of basic refrigeration and/or knowledge of commercial refrigeration and HVAC is preferred.
• High level of professionalism and diplomacy
• Strong customer focus skills
• Excellent telephone and communication skills. Ability to handle high volume of telephone calls.
• Demonstrated ability to making decisions, learn quickly, thinking rationally and exercising good judgment. Work effectively in diverse team environment.
• Working knowledge of dispatch systems, mobile work order platforms, customer portals, GPS/route visibility tools, or similar service management systems preferred.