Dispatcher/Router

SUMMARY:

Are you a person who likes to solve puzzles or find solutions to problems? Do you have strong relationship-building skills and connect easily with others? If so, we are looking for talented people like you to join our Routing & Scheduling team where you will have the ability to solve problems and create efficiencies.

In this position the Router will use a variety of Routing & Scheduling Software solutions to create and provide effective and efficient schedules for our technicians each day. This person will be responsible for partnering with and supporting the Field Operations teams, Customer Service Associates, and accommodating and overcoming scheduling objections all while creating a great tech/customer experience. They will perform data analysis of plans, resources and territory availability. Maintains geographical codes, skills, durations, tech/branch addresses and other items needed to help effectively drive efficiency in our Routing & Scheduling software. In addition, report daily KPI metrics on route efficiencies to field and department leaders.

RESPONSIBILITIES:

· Scheduling, rescheduling and canceling client appointments as needed

· Works Call Logs to ensure scheduling completion and customer satisfaction

· Provides Daily Confirmation of Routes and Worksheets

· Works with Supervisors, Auditors and Business Leaders to schedule Specialty Jobs

· Handles Inbound calls for Scheduling Services and other call types as needed

· Collaborate with team leaders, supervisors, and managers to identify and fill training gaps

· Dispatches last minute scheduling changes

· Supports other Routers as a back-up if needed

· Accepts special projects as requested by supervisors to meet or exceed company goals.

· Communicates Prenotification service to customers using various forms of technology such as Text Messages, Emails, Outbound Phone Calls, etc.

· Works to reduce Un-serviced list through scheduling day and time for services

· Works on account hold lists

· Checks exception reports weekly to pursue outstanding or missing invoices

· Provides confirmation on Routes through Worksheets or other report as defined by supervisor

· Provides communication between customers, fellow employees, router managers and business leaders

· Build sustainable relationships with customers

· Keeps manager informed on business issues that arise

· Performs other duties as assigned

QUALIFICATIONS:

· High school diploma or equivalent

· Past Customer Service Experience

· Previous computer experience, including MS Outlook, Word and Excel, Power Bi reporting

· Able to quickly learn and use industry specific software programs

· Effective oral and written communication skills

· Excellent interpersonal skills, working with all levels in the organization

· Must be able to gather and analyze information skillfully

· Must be able to communicate effectively and professionally with other routing coordinators and branch employees

· Proficient with Routing & Scheduling Software

· Strong organizations skills

WE OFFER:

· Competitive pay and comprehensive benefits package

· Competitive pay - Life is expensive! We believe in paying well

· Your job is safe with us. We are a fast-growing company, which means you will have opportunities to advance your career – we promote from within!

· Do you want to work with your friend? We offer a referral bonus!

· Affordable health care packages that include medical, dental, vision and life insurance

· 401K, 6 Company Paid Holidays, Paid Vacation (accrue .025 hours for every hour worked, up to 40 hours per week – up to a maximum of 1 week of vacation in your first year)

· Fun team celebrations year-round!

· Ability to earn a flexible schedule based on performance!

Job Type: Full-time

Pay: $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

People with a criminal record are encouraged to apply

Work Location: In person

Salary : $20