Summary :

As a Dispatcher, you will play a crucial role in coordinating and optimizing the scheduling and assignment of service requests to our field technicians.

Your strong communication skills and ability to manage real-time operations will be instrumental in ensuring timely response to customer service needs and maintaining a high level of customer satisfaction.

This individual should be able to communicate and work effectively with external service representatives and internal team members who possess a wide variety of backgrounds, personalities, and communication skills.

This individual should be able to work effectively in a dynamic, fast-paced, and evolving environment while maintaining a productive professional demeanor.

This individual must be capable of working independently, as well as collaboratively with other Race team members across teams and levels of our organization.

Qualifications and Experience :

• Eligibility for US Employment without sponsorship
• Minimum of 18 years of age
• High School Diploma or GED or equivalent combination of education and experience is preferred
• Valid CA driver’s license is required
• Spanish bilingual skills are desirable
• At least 1-2 years of experience in dispatch operations, preferably in the telecom industry
• Proficiency in using dispatch software and tools, as well as basic computer skills, including data entry and file management
• Knowledge of safety regulations and best practices for dispatch operations
• Ability to work flexible hours, including evenings and weekends, as needed

Skills :

• Excellent communication and interpersonal skills, with the ability to communicate effectively with customers, technicians, and other departments within the company
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple assignments simultaneously
• Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
• Functional use of common office equipment, computers, and office software
• Strong time management skills, with the ability to manage priorities and workflow
• Commitment to accuracy and high standards for quality of work
• Ability to work with all levels of team members and management
• Excellent problem resolution and customer service skills
• Ability to deal effectively with a diversity of individuals at all organizational levels
• Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail
• Excellent verbal and written communication skills
• Ability to work on complex projects with general direction and minimal guidance
• Versatility, flexibility, and willingness to work within constantly changing priorities with a sense of urgency
• Good judgement with the ability to make timely and sound decisions
• Highly resourceful team-player, with the ability to also be extremely effective independently
• Ability to effectively present information and respond to questions

Essential Duties and Responsibilities :

Service Request Management :

• Receives incoming service requests from customers
• Assigns appropriate technicians based on skills, availability, and location
• Monitors technician status and keeps customers informed of ETA and service updates
• Maintains accurate records of service calls, including details and technician information

Service Call Monitoring and Resolution :

• Monitors service calls to ensure timely resolution and escalates issues as needed
• Coordinates with other departments to meet service level agreements
• Maintains records of technician availability and adjusts schedules when necessary

Dispatch Operations and Administration :

• Performs administrative tasks related to dispatch operations (data entry, filing, report generation)
• Ensures compliance with company policies and procedures related to service calls, technician safety, and customer service

Continuous Improvement :

Continuously monitors dispatch operations for opportunities to improve efficiency, quality, and customer satisfaction

Work Schedule and Availability :

Ability to work flexible hours, including evenings and weekends, as needed

Other duties as necessary may include but are not limited to :

• Successfully complete assigned training and examinations, as well as participate in ongoing performance and development reviews, and goal setting
• Be available to participate in internal or external meetings, special functions, and professional development opportunities
• Cross-train and share knowledge with other team members
• Support routine tasks
• Maintain a professional appearance, hygiene, and demeanor
• Performs other related duties as assigned by management

As Part of Our Team, You Will Enjoy :

• 100% Employer-paid medical, dental, vision, and life for all our employees
• 401 (k) with 100% Employer-matched up to 4% of your annual income
• Generous paid time off including sick, vacation, holiday and birthday pay
• Company provided equipment including uniforms, safety, tools, vehicle, and tech
• Working as part of our diverse team that fosters a culture of appreciation and collaboration, where every member is valued as an integral part of our success

All offers of employment are contingent until all pre-employment requirements are met. These requirements, which vary by position, may include drug and background screenings as well as Motor Vehicle and DOT related screening and reporting requirements.

Race will consider qualified job applicants with arrest and conviction records for employment.

All new employees will participate in the mandatory 'Speedway to Success' (Speedway) orientation at one our offices located in either Tehachapi, Yuba City, Chico, or South San Francisco, CA.

The duration of the Speedway program spans from 1-3 weeks, depending on the position. During Speedway the schedule will vary;

you may not work full 8-hour days and there may be off further than 50 miles from these training locations will be provided with necessary travel accommodations as part of the onboarding process.

Applicants 50 miles or less from these locations will be considered regular commute. For those working remotely, virtual attendance will depend on position requirements.

Further details will be provided to you during the interview process, and before your start date.

Last updated : 2024-06-20