What are the responsibilities and job description for the Dispatcher position at Aquarius Home Services?
Job Title: Dispatcher
Department: Dispatch
Reports To: Dispatch Manager
Date: 1/10/2024
FSLA Status: Non-Exempt
SUMMARY
Evaluate customer calls and match the right technician to every job.
Perform and produce based on company core values
Uncompromised Customer Service Unwavering Accountability
Contagious Positive Culture Collaborative
Utilize the Core Focus of Company
Earning the Right to be Recommended
Core Roles & Responsibilities:
- Maximize daily board management
- Achieve Dispatch Metrics
- Team communication/assistance
- Customer communication
- Debrief calls
Essential Duties and Responsibilities include the following. Other duties may be assigned.
RESPONSIBILITIES
- Meet daily revenue and sold hour by prioritizing the most urgent and profitable calls
- Relay accurate information to technicians, ensuring proficient, quality customer experiences
- Manage the whereabouts and needs of every technician in the field assigned to you
- Be professional and establish customer rapport, encouraging repeat business
- Respond to customer requests, resolving issues and promoting the brand
- Participate in training to boost sales and ensure quick, accurate dispatch of incoming orders
- Update customers throughout the day on the technician’s progress
- Work with warehouse to makes sure that all necessary materials are in the shop before the day of the installation,
- Communicate with field staff regarding scheduling and concerns.
- Utilizes customer service training to educate and assist customers in choosing service and products.
- This position is aware of the importance of Field Technician incentive programs and ensures fair and equitable distribution as well as proper documentation of work.
- Backup for Trade Administrator position
Competencies for Success:
- Conflict Resolution - Approaches conflict or issues as they arise in a thoughtful manner. Demonstrates effective listening skills and moves forward with steps to resolve.
- Decision Making – Applying sound business judgment in all decisions, seeking input from others and takes thoughtful approach when considering options.
- Individual Efficiency - Effectively manages time and resources to ensure that individual work is completed efficiently.
- Organization Skills - Scheduling activities and resources (human and non-human) in order to achieve objectives.
- Productivity - Manages workload, works efficiently, meets goals and objectives.
- Teamwork - The ability to work collaboratively with others to achieve organizational goals and objectives
SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to utilize computer, phone, and fax at a high expertise level.
- 2 years of prior dispatch experience
- Develop a proven track record in customer service
- Highly organized with exceptional follow-through abilities
- Ability to build trust, diffuse conflict and hold others accountable
- Personality that blends well with a fast-paced, goal-driven environment
- Competitive individual contributor who also loves to win as a team
- Keeps desk area clean and neat.
- Regular, predictable on-site attendance is expected.
EDUCATION and/or EXPERIENCE:
- Experience in dispatching
- A high school diploma or equivalent is required
- Must be personable, energetic, and detail oriented
- This individual must be willing to pursue and participate in continuing education.
LANGUAGE SKILLS:
- Must be able to read and write English well enough to read and prepare invoices, time sheets, work orders and proposals.
- Must be able to speak English well enough to communicate clearly to customers, managers, and co-workers.
- Must be able to communicate clearly on the phone, for long periods at times.
SKILLS and REASONING ABILITY:
- Must be able to successfully complete mathematical aptitude evaluation
- Must be capable of applying sound business judgment to all decisions.
- Must have expert customer service skills.
CERTIFICATES, LICENSES, REGISTRATIONS:
None are required at this time.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to sit; to use hands to finger, handle, or feel and to talk or to hear.
- The employee is frequently required to reach with hands and arms.
- The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch.
- The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 40 pounds.
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Typical workweek is eight (8) to ten (10) hour workdays five (5) days per week with some weekend work, as well as early and/or late weekday meetings with staff personnel as needed.
- This position may deal with aggressive personalities in a highly competitive industry and will be stressful.
- The noise level in the work environment is usually moderate.
- This position will require working indoors.
