Dispatcher, Customer Service​/HelpDesk

Dispatcher

The Dispatcher will schedule technician appointments at customer sites and facilitates communication between technicians, customers, and the company as well as assist in fleet and safety management. Responsibilities:

• Maintain the service technician schedules and dispatch technicians as service calls are completed.
• Schedule technician's return trips with customers to complete jobs after arrival of parts.
• Maintain on call schedule for service technician and after-hours service procedures.
• Enter service calls, schedule calls, and generates call debriefing with technicians daily.
• Maintain customer database, ensuring complete, accurate, and updated entry of information.
• Respond to customer inquiries regarding company schedule, requested lead times, equipment services, invoicing, and general inquiries.
• Respond to service technician requests both by radio and phone.
• Follow up and schedule preventative maintenance service appointments.
• Review completes service work orders for accuracy.
• Prepares invoices and timecards for processing.
• Coordinates fleet preventative maintenance appointments and maintains organized records for all fleet working directly with the Operations Manager.
• Assists safety manager with maintaining all safety documents and training rosters.
• Participate in all company sponsored training classes.
• Effectively manage conflict resolution with clients through clear communication, addressing all concerns, questions, or problems expediently.

Qualifications:

• HS diploma or GED
• Excellent communication and listening skills
• Following all safety policies and procedures
• Maintaining a courteous demeanor with all customers and associates

Physical Requirements:

• Work is performed in an office environment
• Ability to exert up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects
• May be required to sit, stand, or walk for extended periods of time
• Involves extended periods of looking at a computer monitor
• Must be able to see, hear, talk, and type