Dispatcher/Customer Service Representative

Dispatcher

Description

The Dispatcher is a key position in scheduling and dispatching technicians for service calls.

Summary of Responsibilities

The primary purpose of this job is to provide customer service to our customers by coordinating all incoming calls for service, dispatching technicians to the customer’s location and completing all paperwork associated with the service call. In addition to coordinating these activities the dispatcher is the lead in our Customer Service Department of this company. The Dispatchers job duties and tasks is to give direction and delegate necessary tasks throughout the day. The dispatcher will also order parts for service calls and must be able to evaluate assignments and maintain timely communication with both our technicians and customers. The dispatcher reports directly to the owner of the company.

Essential Job Functions

· Ensures all incoming customer service calls are answered promptly.

· Orchestrates the scheduling and dispatching technicians for service calls.

· Provides excellent customer service to both residential and commercial customers.

· Handles ordering of parts for scheduled service calls.

· Maintains timely communication and responds to all customer service issues.

· Processes proposal paperwork for the customers.

· Processes approved proposals, setting appointment, scheduling technician, etc.

· Handles incoming complaints from customers and follows-up through solution.

· Reports complaints to owner.

· Provides Owner with reports, information, follow-up, communication daily.

· Reviews all GPS daily reports, assesses problems, addresses with technician(s).

· Maintains Fleet Vehicles in notification of timely vehicle maintenance, registrations tags, etc.

· Processes completed work orders at the end of each day.

· Collects all payments from technicians and gives to owner.

· Collects daily timesheets from technicians.

· Collects daily material receipts and customer payments from technicians.

· Follows up or Additional Work if needed on incoming Work Orders from technicians.

· Submits completed work orders to accounting for invoicing and payment posting.

· Maintains Key Lock Box with check in/out procedure.

· Assists with the other companies ran out of the office tasks as requested.·

· Checks Business Voice Mail and handles accordingly.

· Each morning will follow-up on all incoming calls from Answering Service from night before.

· Calls and works with Software Tech Support, as necessary.

· Obtains permits, business licenses, as necessary for scheduled jobs.

· Works with inspectors as necessary for scheduled jobs.

· Maintains a neat and casual professional appearance and communicates with the customers in a professional manner and a POSITIVE attitude.

· Communicates any issues to the owner.

Qualifications

· Detail oriented and shows pride in their work for them, the team, and Company.

· When presented with a challenge remains positive and respectful.

· Works well with a small or large team.

- Can communicate and work in partnership with the other dispatcher.

· Ability to work with limited or no supervision.

· Remains in constant communication with field technicians and customers.

· Communicates with the owner and other Griffin personnel, when necessary.

· Proactive in making sure all tasks are being accomplished daily.

· Flexible in scheduling and willingness to work when needed.

· A natural desire to seek out continuous improvement in their work with respect to the project and the crew.

· Remains organized with the ability to multi-task and be able to set priorities.

· An understanding of electrical and construction methods, scheduling, suppliers, processing work orders from start to finish, and computer technology in relation to the Construction Industry.

· Prior experience in a dispatch role or trade service company

· Minimum of 4 years of hands-on customer service experience (Trade Industry Preferred)

· Knowledge of Greater Sacramento region

· Efficient in Microsoft Office (Outlook, Word, Excel)

· Knowledge of Smart Service or other Dispatch Software

· Ability to quickly learn new software programs

· Attention to detail

· Ability to multi-task in a sometimes, high-stress environment

· Excellent oral and written communication skills

Skills and Education

· High School Graduate

· May or may not have a 2 or 4 year degree

Job Type: Full-time

Pay: $16.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Dispatching: 3 years (Required)

Ability to Relocate:

• Sacramento, CA: Relocate before starting work (Required)

Work Location: In person

Salary : $16 - $25