Dispatcher, Customer Service​/HelpDesk

Find Your Career With Lift One

We’re a family-owned company under our fourth generation of leadership and have built our business based on the principles of trust, integrity and a desire to help our customers and employees succeed.

Lift One invests in people, facilities and innovative technology as part of the essential role we play in supporting our country’s supply chain and enabling critical goods to be delivered to homes and businesses. We’re a privately held company, and pair our scale with a strong foundation in our culture and values. This combination gives us a competitive advantage in the market and helps make us a trailblazing organization that is built to last.

We’re looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we’re committed to providing a work experience that helps our team grow to their full potential. We offer great benefits, competitive salaries and opportunities for advancement to all our employees.

Be a part of the essential work we do at Lift One and make a difference for our customers, our community and our company. Learn more about what it means to become a team member with Lift One.

The Dispatcher is responsible for specific daily administrative service functions in support of our branch operations while maintaining a high level of customer satisfaction. This person will help to train and mentor new team members.

• Create, monitor, and manage the service technician work calendars and assignments, ensuring efficiency and full utilization. This will include dispatching technicians to customer locations.
• Responsible for WIP and dispatch of assigned technicians. Keep service manager informed of completion status.
• Monitor back ordered parts to ensure the technicians are aware when the parts are received.
• Ensure that the service technicians being dispatched have the training, parts needed, and certifications necessary to perform the work assigned.
• Maintain regular communication with the service technicians throughout the day.
• Proactively contact customers to keep them informed on the service to their equipment.
• Field customer calls, gather appropriate and necessary information, and provide excellent customer service to include follow up communications and honoring our commitments.
• Monitor real time work in process and maintain its age to branch goal, review with service manager on a weekly basis.
• Conduct daily recap of the status of projects and assignments and review with your service manager.
• Maintains appropriate records, files, documentation, etc.
• Overcome objections and handle tough conversations both internally and externally, keep service manager informed.
• Review service dashboard reports and assist service management as a solutions provider to improve key customer and business performance metrics.
• High ability to multitask and prioritize responsibilities.
• Administer the service process from creation of work order all the way through creation of an invoice working with a team of assigned technicians.
• Other duties as assigned.

This job has no supervisory responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions.

• High school degree (or equivalent);
  Associate’s degree from a two-year college highly preferred;
• Previous experience within a field service environment strongly preferred, to include time management and dispatching of field service personnel.
• Prior experience in a service-oriented environment and use of a service scheduling software highly preferred
• Ability to maximize use of CRM and field service management system.
• Strong customer service and follow up skills.
• Strong communication skills to include internal and external communications, conflict resolution, and the ability to discuss technical situations with…