After Hours Dispatcher

Job Description

Job Description

Description :

The After-Hours Dispatcher and Billing Specialist is responsible for efficiently managing service calls outside regular business hours. This role involves receiving and dispatching technicians as service requests arise, ensuring prompt response and effective coordination.

Requirements :

Job Responsibilities :

• Receive and log all incoming customer service calls, ensuring prompt response and accurate information gathering.
• Proactively contact customers to schedule service and repair appointments while providing updates on service timelines.
• Efficiently schedule and dispatch technicians as service calls are received, prioritizing urgent repairs and optimizing technician workload.
• Conduct thorough debriefs with service technicians after each completed call to ensure accurate service documentation and follow-ups.
• Strategically plan and forecast service workloads for 2–3 days in advance to enhance efficiency and preparedness.
• Adjust daily schedules as needed to accommodate emergency forklift breakdowns and urgent repair needs.
• Accurately process and convert work orders and purchase orders to the correct status in a timely manner.
• Collaborate with the sales and operations teams to locate and allocate equipment for customer orders and service needs.
• Assist in creating and maintaining asset and item records when necessary.
• Secure replacement equipment for rental swaps when units break down and coordinate rental needs for customer repairs requiring in-shop servicing.
• Maintain and update the service board throughout the day to ensure seamless workflow and communication.
• Monitor technician progress via phone or text throughout the day, ensuring timely updates on repair statuses.
• Work with external vendors to secure additional repair assistance when needed.
• Provide backup support for other dispatch roles as necessary to ensure smooth operations.
• Accurately process and convert all work orders and purchase orders to the correct status, ensuring seamless workflow and accurate record-keeping.
• Collaborate with vendors to secure additional assistance for repairs, ensuring timely service completion and proper documentation for billing.
• Review and process work orders for invoicing, ensuring accuracy and compliance with company policies and customer agreements.
• Handle warranty-related work orders by submitting claims to OEMs, ensuring all required documentation is provided, and processing invoices accordingly.

Education and Experience :

Schedule : M-F : 5-9pm

Sat / Sun : 7am-4pm