What are the responsibilities and job description for the Service Dispatcher position at ExpertHiring?
Job Description
Top Reasons to work with our client :
Medical insurance!
Vision insurance!
Dental insurance!
401(k)!
Paid maternity leave!
Disability insurance!
Paid paternity leave!
Job Type : Full Time Location : Suffern, New York Pay : Competitive Pay & Benefits! Job Description What you will be doing :
Maintain the Service Technician's 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 service technicians.
Maintain customer database with current information.
Communicate clearly and concisely with department managers, employees, and company customers.
Keep customers informed regarding company schedule and requested lead times.
Prepare service invoices and timecards for processing.
Manage technician inventory.
Take incoming customer calls.
Schedule and coordinate all service calls as calls are received.
Create dispatch tickets for all service calls.
Dispatch technicians, one call at a time.
Dispatch technicians from home to the first call.
Debrief technicians after completion of each call.
Respond to all messages left overnight.
Maintain the dispatch board / schedule.
Forecast workload 2-3 weeks out.
Contact customers with a 'Parts Pending' status as parts are received for scheduling.
Follow up on all pending and recommended work with customers utilizing the pending work log process.
Prepare service repair quotes for pending work.
Update the Daily Report.
Maintain the maintenance agreements, including scheduling and staging materials and customer hard files.
Assist the Service Operations Manager with customer issues as directed.
Help with ordering parts for special orders.
Forward the list of parts technicians use to the warehouse for truck restocking.
Maintain the on-call schedule, including 1st on call and standby technician.
Maintain customer history files in the database.
File service orders.
Compare service timecards and work orders to the service schedule.
Verify timecards to align with SVC KPIs.
Track and report on all SVC KPIs.
Check service timecards for accuracy.
Conduct happy calls / customer surveys.
Provide service history to sales for customer follow-up and renewals.
Perform other duties as assigned.
Experience you will need :
3 years of Commercial Service dispatching.
3 years of dispatching or schedule coordination.
Advanced customer service skills.
Ability to multi-task.
Organized.
Geographical knowledge of service area or map reading skills.
Knowledge of the industry is recommended.
Advanced computer skills.
High school diploma or General Educational Development (GED).
Four years related experience and / or training in automated door or HVAC service (or adjacent industry), dispatching, or project management or equivalent combination of education and experience.
Efficiency in processing client service requests.
Strong customer service skills.
Timeliness.
Our client asked me to submit 3 great people within the next few days. We work directly with the hiring manager and can arrange interviews within a few days
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