Dispatcher, Customer Service​/HelpDesk

We are looking for a skilled Dispatcher to join our growing team at RUI and The Arcticom Group. The Dispatcher position is a very important link in our communication amongst the many moving parts. Ultimately responsible for our overall customer satisfaction; the dispatcher communicates with customers, suppliers, technicians, and many more, as well as coordinates the repair and maintenance functions with our field technicians, regardless of their location.

• The Dispatcher acts as a communication point for urgent and non-urgent calls, receiving requests, transmitting messages, and tracking technicians.
• The Dispatcher must be primarily an excellent communicator and able to remain calm and composed, especially in urgent situations. He or she must be able to multi-task, act, and execute inquiries with very little supervision.
• The intent of dispatch is to enable different parties to communicate well, ensuring accurate and timely transmission of information.

• Get to know the technicians, their personalities, abilities, and professionalism to ensure we send the right people. Communicate with all levels of organization, as necessary.
• Take calls and Dispatch technicians to calls.
• Dispatch occurs via email as well, both urgent and non-urgent, based on the customer’s communication preference. Customer enters issue into their system and the email notifies the dispatcher, who then needs to log in to that customer’s portal and "accept" the work order.
• Dispatcher creates the job in current software, assigns to the appropriate technician, technician receives notification of job via handheld device.
• Dispatcher to follow-up and ensure tech syncs the information back to main office regularly.
• Dispatcher is responsible for calling back customer and setting expectations on technician ETA.
• Responsible for providing technicians with PO’s and processing vendor invoices into system accurately.
• Purchase items for techs when vendor requires credit card purchasing.
• Maintain the on-call schedule through technician feedback and distribute per union guidelines and timing.
• Follow-up daily, on previous day’s after-hour correspondence (emails, texts, emergencies, concerns, questions).
• Support the technicians in the field by being a central hub of information: i.e., vendor issues, refrigerant leaks, parts ordering, repair of tech equipment, talk them through how to use a tablet, phone, or handheld communication device, coordinate contact with IT to reset technician functions, as needed.
• Set up and introduce new technicians via software and systems, procedures, and expectations.
• Set up new customers in software as a new customer (or a new location) for all states.
• Company wide liaison with the Construction Team when technicians are needed on a project.
• Provide credit apps for new customers and pass to accounting for approval.
• Coordinate with technicians and assist with job quoting with appropriate markups.
• Send out weekly incomplete reports to technicians, go through every service call we make and ensure its closed in timely fashion, not stuck on parts hold, follow-up, or incomplete beyond customer billing expectations.

• Communication
  
  Skills:
  
  You will be listening and speaking to people via phone, often in some state of distress. Your ability to listen, speak plainly and communicate effectively will be necessary.
• Ability to Multitask:
  Dispatchers often are moving a lot of people around at the same time, tracking their movements and keeping tabs on what they need.
• Problem-Solving
  
  Skills:
  
  You will need to be able to prioritize the most important situations and think quickly on your feet. Ability to think on your feet and differentiate levels of emergencies.
• Ability: will need empathy and compassion, and the ability to keep calm in distressing situations.
• Attention to detail.
• Intermediate computer skills.
• Ability to communicate with Technicians in the field to get the information to/from techs and customers.
• Use discretion when conveying information from conversations with other technicians and customers.
• Get details on the issue when taking the call – investigative skills/interview skills.
• Keep the…