Dispatcher

Unitec is part of American Elevator Group (AEG), North America's largest independent elevator service company. AEG consists of well-established elevator service companies operating across the United States. Backed by Arcline Investment Management, AEG has a significant footprint in the elevator industry and is rapidly growing. Unitec seeks an experienced Dispatcher for its New York City (NYC) location.

Reporting to the Lead Dispatcher, the Dispatcher will coordinate and dispatch resources, such as field activities and staff, to meet customer needs and ensure timely service delivery. This position requires excellent communication, problem-solving, and multitasking skills.

Responsibilities:

• Receive and prioritize incoming calls and service requests; determine the urgency level of each call and assign them to the appropriate department.
• Coordinate and schedule resources, such as vehicles or personnel, to fulfill customer requests.
• Provide detailed instructions to the field staff before they arrive at the job site.
• Communicate with customers, management, and field personnel to provide instructions and updates.
• Respond to customer inquiries and concerns regarding changes or delays in service.
• Maintain accurate records of dispatch activities, including call logs and customer complaints.
• Collaborate with other departments to identify and resolve any issues or obstacles that may impact timely maintenance, repairs, or service response.
• Accurately and efficiently utilize the multi-line telephone system and external communication methods.
• Responsible for responding promptly to emergency and non-emergency calls for services and entrapments.
• Assisting the mechanics as needed to ensure the accurate completion of their time & attendance in the ERP system.
• Maintain and update customer information and changes in the ERP system (FEILDBOSS).
• Performs other duties as assigned.

Work Environment & Hazards:

• This job operates in a general office environment.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Special Physical Demands:

• This is a sedentary role; however, some filing is required, and the ability to lift files, open filing cabinets, and bend or stand as necessary.
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Work Contact Group:

• Significant contact with all departments and staff at the designated business unit.
• Moderate contact with external customers.

• High school diploma or equivalent required.
• A minimum of one (1) year of dispatching experience is required. Experience in the elevator industry is a plus.
• Excellent verbal and written communication skills.
• Ability to execute directions accurately and quickly using analytical and critical thinking skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and diligence.
• Ability to operate or to quickly learn a variety of communications systems.

We proudly offer a comprehensive benefits package to support our team's health, well-being, and professional growth. Benefits include competitive salary, 90% employer-covered health insurance, dental, and vision insurance, alongside various employer-sponsored benefits. Highly competitive 401(k) safe harbor match is 100% vested upon plan entry, generous paid time off, flexible work arrangements, professional development opportunities with tuition reimbursement, and more!

AEG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, sexual orientation, gender identity or expression, religion, age, pregnancy, disability, work-related injury, covered veteran status, political ideology, marital status, or any other factor that the law protects from employment discrimination.