Dispatcher

Objective

A Dispatcher effectively maintains work schedules for service representatives and ensures that customer commitments are met. Dispatchers service representatives according to the schedule and receive customer calls and adjust schedules as required.

A Dispatcher upholds the company’s core values of integrity, service, leadership, empowerment, and innovation while demonstrating a dedicated and results-driven work ethic.

Essential Duties and Responsibilities

• Provide logistical support to the field to ensure maximum output per labor-hour
• Qualify every request for service to establish maximum response time requirements
• Communicate schedules and resolutions to customers
• Inform service manager of work progress, customer relations, field personnel relations, material administration, and other matters affecting service operations
• Advise service manager of customer complaints to expedite resolutions to maintain relationships
• Determine and dispatch appropriate service representatives to ensure quick and efficient resolution of problems while building and maintaining customer confidence and satisfaction
• Dispatch service personnel to satisfy customer problems based on skills, nature of problems, location of problem and location of personnel
• Effectively match technician skill levels with problems while maintaining cost effectiveness
• Maintain understanding of mechanical systems in order to make appropriate decisions in scheduling all types of work
• Understand geographical layouts to make logical decisions concerning reassignment for spot calls and scheduled work assignments
• Provide effective work schedules for field personnel to maximize use of skills while meeting customer needs and providing contingency time for emergency calls in a cost-effective manner
• Maintain awareness of field activities and mechanical systems to ask appropriate questions and gather information for the cost-effective dispatching of appropriate personnel, tools, and other equipment
• Build rapport and productive working relationships with customers, vendors, and other outside contacts
• Dispatch personnel and equipment in accordance with applicable contractual agreements
• Display complete understanding of components of the standard contractual agreements including services provided and terms and conditions
• Audit service reports weekly in accordance with established procedures
• Maintain awareness of high-risk customers (i.e. based on credit) and obtain approval from service manager prior to authorizing service

Required Knowledge, Skills, and Abilities

• The ability to provide exceptional customer service
• Retain up-to-date knowledge regarding equipment and concepts
• Capable of handling a heavy workload of calls
• Strong understanding of computer functions including Microsoft Word and Excel
• Effective written and verbal communication skills, both professional and interpersonal
• The ability to work both independently and within a team
• A responsible, organized, and detail-oriented mindset
• Refined time management skills and the ability to multi-task
• Advanced critical thinking and problem-solving skills

Work Environment Considerations

• Ability to sit or stand for extended periods of time
• Must be able to work in high-pressure situations facing strict deadlines. Extended shifts may be necessary, and hours may exceed 40 per week to perform duties effectively
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position

Qualifications and Education Requirements

• 2 years experience as a dispatcher preferred

AAP/EEO Statement

At Modern, we understand that every employee is different in his or her own way. We support and thrive off those differences. We do not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, retaliation, military status, or other non-merit factors. Modern is a proud Equal Opportunity workplace and Affirmative Action employer.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person