Dispatcher, Customer Service​/HelpDesk

Description

The Bacon Dispatcher works closely with the Production Coordinator and communicates directly with customers on the status of their service appointment. They are responsible for updating the job type, notes, description of work and correctly triaging jobs to set the technician up with the correct info prior to being dispatched to the job. The Dispatcher is the main point of contact for the call center when there are questions on the status of appointments or in-progress jobs.

The Dispatcher dispatches technicians to their assigned jobs when ready. The Dispatcher reports directly to the Call Center Manager.

• Relay accurate information to technicians, ensuring proficiency, providing exceptional customer service experiences.
• Update customers throughout the day on the technician’s progress through phone calls, text & emails.
• Communicating with Production Coordinators on Customers Expectations to Dispatch techs accordingly
• Be professional and establish customer rapport, encouraging repeat business.
• Respond to customer requests, resolving issues and promoting the brand.
• Participate in training to boost sales and ensure quick, accurate dispatch of incoming orders.
• Manage the whereabouts and needs of every technician in the field, making sure they arrive on site within the 45 min window being provided to customers.
• Record the results of each service call and create report summaries for senior management.
• Updating Coaching & Tracking Docs to Track Techs Performance.
• The Dispatcher is the main point of contact for the Call Center Representatives to answer questions or to relay information over to the Production Coordinator team.
• Monitoring Department Schedule to managing call counts.

• Develop a proven track record in customer service.
• IT competent; good typist and proficient with phone systems.
• Highly organized with exceptional follow-through abilities.
• Strong verbal and written communications.
• Ability to build trust, diffuse conflict and hold others accountable.
• Personality that blends well with a fast-paced, goal-driven environment.
• Competitive individual contributor who also loves to win as a team.