What are the responsibilities and job description for the Dispatcher and Scheduler position at Glass Doctor of Western Washington?
Serving Seattle and Western Washington since 1962, Glass Doctor offers quick and affordable glass services to business, home, and auto owners. Our team of qualified experts lives our code of values of Respect, Integrity, and Customer Focus while having fun in the process! We hire reliable, friendly, and customer service-focused glass professionals and office staff who are dedicated to creating a delightful customer experience.
Our Scheduling and Dispatch position is a key member of our operations team that works closely with and reports to our Operations Coordinator to ensure a smooth workflow for our technicians while providing good communications with our customers.
You lead by example, have excellent communication and interpersonal skills, and think in a logical and progressive manner. Confident and detail-oriented, you are accustomed to working in fast paced environments and able to effectively manage a variety of situations on a day day-to-day basis.
Specific Responsibilities:
- Schedule estimate appointments and installations for 12-18 glass technicians in King, Snohomish and Pierce Counties.
- Plan daily routes to maximize efficiency and meet the companies’ sales and productivity goals and expectations.
- Assign, plan and select technicians with the proper skill sets and capabilities to fit the job.
- Track the status of all Technicians and monitor whether they will meet the schedule commitments utilizing our GPS tracking, messaging software and direct communications with the Technicians.
- Communicate with customers to confirm availability and keep them informed regarding appointments and estimated time of arrivals throughout the day.
- Managing customer expectations and complaints regarding timeliness of technicians arriving to the customers home or business.
- Work with technicians as needed to coordinate and collect payment upon completion of installations.
- Evaluate and make decisions regarding what jobs to move or reschedule when and as needed.
- Managing opportunities that arise throughout the day such as broken glass emergencies and adjust the schedule to accommodate while minimizing disruption to productivity goals while maintaining customer satisfaction.
- Effectively adjusting routes to address issues as they develop during the day while minimizing disruption to productivity goals while maintaining customer satisfaction.
- Work closely with our shop coordinator and order desk to insure all the necessary materials are staged and ready for the daily routes.
- Work closely with the shop coordinator to coordinate pick up and drop of materials and supplies as needed.
Job Requirements:
- High level of reliability
- Goal oriented and enjoyment problem solving and overcoming challenges that often develop and are not always expected.
- Prior experience with dispatching in the trade service business is a significant plus.
- Ability to work in a fast pace constantly changing environment under pressure in what often can be a stressful environment.
- Ability to effectively manage, direct and communicate with technicians who can be strong willed.
- Ability and comfort level in communicating and managing what can be difficult customer situations.
- Ability to prioritize and make good logical decisions within the moment as they arise.
- Comfortable using technology and learning multiple software platforms used to operate the business.
- Strong organizational and time management skills
Benefits: Medical, Dental, 401k, Paid Time off and Supplemental Benefits
We are actively interviewing for this position - Apply today and our hiring manager will follow-up!
