Dispatcher

The Dispatcher Routes Service Technicians to service calls servicing the commercial kitchen equipment environment in a manner that maximizes efficiency and productivity while exceeding customer expectations. This position is the primary point of contact for a group of Service Technicians within a geographic market or territory

· Tasks/Responsibilities

• Available to take incoming calls from customers and our field team
• Make outbound calls to our customers providing Initial and Return ETA’s
• Communicate Parts updates and Part Return ETA’s
• Daily call/communication with our technicians
• Daily calls/communication with Service Manager/District Manager
• Answer customer Inquiries
• Documents communication with customers in our system(s)
• Provides follow through on any special customer needs in a timely manner
• Balances workload to meet customer service level agreements.
• Ability to problem solve and handle escalations.
• Proactive communication if ETA is in Jeopardy
• Monitoring daily/weekly reporting- action if required
• Manage and monitor market emails timely with update
• Manage Personal email folder
• Updating portals with ETA’s, updates and estimates
• Keep clients informed of any changes that affect them
• Answer scheduling questions with customer and technicians over the phone
• Reviews and takes appropriate action on daily reports
• Plan and execute special Manufacturer projects within the set Deadline
• Bring Forward any Obstacles faced, so leadership can assist

· Ideal candidates will have the following customer service related skills/competencies:

• Creative and ingenuity
• Effective at multi-tasking
• Organization skills and results minded
• Excellent communication skills
• Schedule and coordinate all service calls for market area as they are received
• Assign technician (skillset) and contact customer timely with eta
• Strong desire to provide excellent customer service
• Ability to Prioritize and reprioritize
• detail-oriented.
• Strong sense of urgency; flexibility in meeting deadlines
• Works well under pressure
• Creative
• Flexible
• Patience and endurance to sit/stand behind a desk all day.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Overtime

Experience:

• Dispatching: 2 years (Required)

Ability to Relocate:

• Grand Rapids, MI 49548: Relocate before starting work (Required)

Work Location: In person