Dispatcher, Customer Service​/HelpDesk

Overview

Snyder
is looking to add a
Dispatcher to our GROWING TEAM

If you like to stay busy, know how to prioritize, and you work well in a high-volume atmosphere, this could be the right fit for you!

The successful candidate will be a self-starter and have a goal-oriented mindset. This position handles getting technicians out to customers' homes quickly and efficiently along with scheduling appointments.

Why join THIS team?

• Flexible Hours/ Friendly Work Environment
• Robust benefits package; health, dental, vision insurance, prescription
• Paid life insurance
• Matching 401K
• Paid Training
• Paid Time off
• Weekly pay
• Career Advancement opportunities
• Paid Holidays

What YOU will do:

• Commitment to excellence in customer service and satisfaction with all customers
• Representation of Direct Air in a professional manner during customer service interactions throughout the service or repair process
• Initiate and maintain constant professional communication with customers and vendors
• Create and maintain daily schedule for assigned service technicians
• Review work orders daily and ensure completion, schedule any needed follow ups, enter notes in customer records and close out the work order in the system
• Update call logs after each phone call
• Assist other dispatchers with challenges they may be experiencing
• Build and create accurate estimates based on technicians’ notes
• Track estimates from initiation to completion of the project, resolve any issues impeding progress
• Adjust daily work schedule with proper technicians for emergency situations as they occur

What you NEED:

• Knowledge of South Florida geography Broward, Palm Beach, Martin counties
• Preferred Service Titan operating software experience Not required
• Preferred working knowledge of Microsoft office Not required
• Ability to thrive in fast-paced environments and remain flexible to changing needs
• Excellent problem-solving, client-facing and conflict resolution skills
• Solid organizational skills, including multitasking, time-management and ability to prioritize; detail oriented and meticulous
• Previous experience in scheduling and dispatching in a home improvement, service or construction setting
• Excellent written and verbal communication skills with customers and co-workers
• Logistically sound scheduling experience
• Must be very well organized and have the ability to delegate and assign jobs appropriately.

$18-22 hourly

Qualifications:

• Dispatch experience highly preferred
• Ability to pass a background check
• High school diploma (or GED)
• Demonstrate passion for excellence with respect to treating and caring for customers
• Strong decision-making abilities
• Ability to identify customer needs and clearly articulate product and service offerings
• Highly developed sense of integrity and commitment to customer satisfaction
  
  Meet all attendance and dependability requirements
• Team player
• Multitasking and time management skills with the ability to prioritize

Core Competencies:

• Strong verbal and written communication skills
• Comfortable in navigating through multiple software systems and windows simultaneously
• Ability to show empathy when responding to customer’s needs
• Must be flexible with the ability to adapt to changes quickly and think conceptually

Who/What Are We Looking For?

• Coordinate the transportation movements of the technicians
• Must keep track of the drivers’ schedules as they change throughout the day
• Keep track of the technicians’ start and departure times
• Must maintain a matrix with the techs’ routes, start location, specialty tools and qualifications to be able to assign the right call to the right tech
• Requires interaction with drivers daily
• Anticipate problems with routes and parts by making quick sound decisions
• Respond to special requests from customers related to jobs performed by a technician
• Order parts for special orders
• Maintain techs’ vacation, sick and weekend schedules
• Follow up on all pending/ recommended work
• Forecast workload for 2-3 days out
• Contact customers with parts pending and status of parts