Dispatcher

Job Title: Dispatcher

Pay Scale:

Work Hours: 7:00am to 4:00pm, Monday through Friday, some overtime

Primary Job Function: Maintain the Technicians daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. Maintain the on call schedule for technicians. Maintain customer database with current information. Clear and concise communications with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times. Provide accounting with maintenance contract billing information. Prepare service invoices and timecards for processing.

Reports to: RNC Manager

Required Qualifications:
Advanced customer service skills.
Ability to multi-task
Organized
Geographical knowledge of service area or map reading skills
Knowledge of industry is recommended but not required
Computer skills
High school diploma or general education degree (GED)
Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience

Daily Duties:
Take incoming customer calls.
Schedule and coordinate all service calls as calls are received.
Create dispatch ticket for all service calls.
Dispatch Technicians, one call at a time.
Dispatch Technicians from home to first call.
Debrief Technicians after completion of each call.
Respond to all messages left overnight.
Maintain the dispatch board / schedule.
Forecast workload for 2 - 3 days out
Contact customers with a "Parts Pending" status as parts are received for scheduling.
Follow up on all pending and recommended work with customer utilizing the pending work log.
Maintain the maintenance agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals.
Help Manager with marketing issues as directed.
Order parts for special orders.
Forward list of parts used by technicians to warehouse for truck restock.
Update customer files as information is received from installation. (Extended warranties, equipment info, new customers, Birthday tickler file, etc.)
Type service contract proposals for new customers
Maintain on call schedule, to include 1st on call and standby technician
Maintain customer history files in database
File service orders
Prepare paperwork for all manufacture warranty parts
Facilitate return of warranty parts
Update service database from service ticket
Maintain service invoice log
Compare service timecards and work orders to service schedule.
Compare time cards to GPS Report
Check service time cards for accuracy
Pull checks and charge slips and compare to invoices.
Forward checks and payments to accounting.
Happy calls / customer surveys.
Calculate reporting information and enter into 8 For 10 database.
Other duties as assigned