What are the responsibilities and job description for the Service/Maintenance Dispatcher position at Ongaro & Sons?
Service/Maintenance Dispatcher- Job Openings
Monday-Friday
We are looking for a motivated, proactive, and enthusiastic team player to join our Dispatch team, committed to delivering exceptional service and ensuring smooth coordination of our operations.
About the position:
Oversee and manage the service and maintenance dispatch boards, ensuring accurate scheduling and job assignments. Develop a strong understanding of the services provided to assign each job to the most qualified technician based on skill set, location, and opportunities. Collaborate with customer service to prioritize and schedule opportunity and priority calls. Adjust daily schedules to ensure all opportunity calls are handled and accepted jobs are efficiently planned. Maintain regular communication with technicians, management, customers, and office staff through phone and email.
Duties/Responsibilities:
The essential functions include, but are not limited to:
- Monitor and maintain the service and maintenance dispatch boards.
- Ensure each job is assigned to the technician whose skill set and closing ratio make them the best fit.
- Update job summary notes and ensure correct job type and tags, if necessary.
- Dispatch for profit.
- Communicate with customers to ensure a quality experience, including notifying them when the technician is on the way or running behind, and contact customers in advance to reschedule if needed.
- Ensure completed jobs are properly documented with notes in the invoice summary and include pictures of before and after repairs and estimates.
- Monitor technicians’ responses to emails and respond to customer emails where appropriate.
- Oversee technicians' daily progress, adaptively managing their schedules as needed to ensure optimal productivity and responsiveness to evolving demands.
- Keep detailed notes in all work orders.
- Create new work orders for technicians for acceptances or tech turns.
- Schedule and monitor return jobs, such as parts on order, parts in, and acceptance.
- Send reminders to technicians regarding parts and return visits.
- Collaborate with the warehouse on scheduling parts on order jobs.
- Update the dispatch board to reflect FTO, meetings, sick days, training, reviews, etc.
- Complete daily tasks including timecards, opportunity tags, holds, reschedules, and appointment confirmations.
- Remind technicians who will work the weekends
- Proactively communicate any challenges encountered during job responsibilities to your designated reporting personnel for swift resolution and continuous improvement.
- Develop a foundational understanding of your designated trade while actively acquiring knowledge in complementary trades for a well-rounded skill set and versatile expertise.
- Provide support across all departments of the company as needed, fostering a collaborative environment and ensuring operational efficiency.
- Exemplify and uphold the core values of the company in all aspects of your work.
Qualifications:
- Minimum 2 years of customer service or dispatch experience
- Knowledge of ServiceTitan is a plus
- Proficient computer skills.
- Excellent verbal and written communication skills.
- Excellent organizational skills and attention to detail.
- Strong problem-solving skills.
- Ability to multitask.
Compensation:
- $25-30 per hour. The salary range is based on years of relevant work experience.
Benefits:
- 100% paid health insurance for the employee.
- 100% paid disability insurance for the employee.
- 401K with Ongaro matching plan up to 4% after one year.
- Life insurance.
- 56 hours of FTO time (0-2 years employed).
- 5 Sick Days Annually, after the 90th day.
For career opportunities or inquiries, please visit https://ongaroandsons.com/current-career-opportunities/ or reach out to us at careers@ongaroandsons.com. We look forward to hearing from you!
Ongaro and Sons is committed to developing a culture of diversity, equity, respect, and inclusion and striving to maintain a workforce that reflects the communities that we serve. Ongaro and Sons is an equal opportunity employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.
Salary : $25 - $30
