Dispatcher - Sunbelt Controls

Overview

JOB SUMMARY: 

Under the direct supervision of the Dispatch Supervisor, this position is the primary interface with customers and field technicians. This position will maintain an accurate scheduling system to monitor call status in real time. This position will also be responsible for reviewing open jobs to confirm why the job has not been completed and will review payroll to verify it is complete and ready for posting. 

ESSENTIAL FUNCTIONS: 

• information according to standard operating procedures and dispatch technicians accordingly.
• Ensure service calls and/ or prescheduled maintenance visits are being dispatched to the correct technician in a timely manner.
• Provide customers with updates and estimated time of technician(s) arrival.
• Update portals with service call and/ or prescheduled maintenance visit information and assign technicians. 
• Create work orders in the field service system for service calls and dispatch to the field technicians.
• Dispatch and schedule field technicians to maintenance visits. 
• Monitor and follow up on outstanding service calls using the field service system schedule board: work orders:  Review open appointments to determine why they have not been dispatched/completed. Review dispatched appointments to determine why they have not been accepted.  Review declined appointments to determine if they were dispatched to another technician.  Clean-up or cancel appointments as necessary.
• Tech Time: After hours dispatchers will review emails from the Technicians to open up service work orders as needed.
• Create and Maintain After Hours on call lists for the entire organization with the assistance of Service Management
• Other tasks and duties as assigned by supervisor and/or management.

EDUCATION AND EXPERIENCE: 

• Ability to handle multiple phone lines in a hectic, fast paced environment.
• Detailed orientated, ability to multitask and possesses great organizational skills.
• Must be able to utilize a headset and computer terminal and navigate through multiple systems to input and retrieve information.
• 1-2 years data entry and call center experience.
• Comfortable with Microsoft Windows environment including Excel and Word.
• Excellent writing and verbal communication skills.
• A driven self-starter with a strong work ethic that can take the lead on initiatives and follow-through on commitments.
• Very organized with demonstrated ability to multitask.

Additional Skills/ Abilities preferred, but not Required:

• Construction industry experience is highly desirable.
• Knowledge and familiarity of the Salesforce Field Service database program is a plus.

COMPETENCIES:

• Proactivity / Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one’s level/position and with minimal supervision.
• Perseverance: Shows the wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.
• Insight: The ability to gather and make sense of information that suggests new possibilities.
• Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.
• Teamwork: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.
• Big Picture: Understands and contributes to organizations’ short- and long-term business strategy.  On a personal level has independently developed a vision for short- and long-term career success.
• Motivation / Dedication: Commits to excellence in pursuing unselfish goals.  Initiates action with collective goals takes responsibility and shows personal humility.
• Technical Curiosity / Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feed, back; demonstrating an openness to learning and change.
• Problem-Solver: Ability to identify, analyze, and solve a problem in support of personal, group, department, or organizational objectives.

PHYSICAL REQUIREMENTS: 
(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• The employee may regularly lift and /or move up to 10 pounds, and occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required by this job include Close vision and Distance vision.
• The auditory/hearing abilities required by the job include the ability to hear customers calling by telephone.
• While performing the duties of this Job, the employee is regularly required to sit for prolonged periods, stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
• The employee is regularly required to walk and sit.
• Regular and routine attendance is required.

Hours: This is a non-exempt position Monday through Friday and depending on the current need of the department, the shift will be either 7:00am to 4:00pm or 8:00am and ending at 5:00pm, with one hour lunch. Eight hours per day is required and other occasional overtime may be necessary. 

Travel: N/A

Competitive Wages: 

$47,000 - $62,000/annually. Applicants please note that actual compensation is determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location, among others. The offered wage or salary is only one aspect of an employee's total compensation.

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