Service Dispatcher

About SCR

St. Cloud Refrigeration is proud to be family owned and operated for over 60 years. We are the Midwest's leader in commercial refrigeration, HVAC, building automation, and food service design, installation, and maintenance. Family-owned and operated since 1957, SCR's multiple divisions serve all of Minnesota, parts of Wisconsin, North Dakota, South Dakota, Iowa, and beyond. Our customer focus and commitment to quality are second to none!

At SCR, our employees are like family. We believe in providing opportunities for both personal and professional growth, based on the understanding that employee satisfaction directly impacts customer satisfaction. The result is the loyalty and longevity of employees who take great pride in their work, and a company our customers can count on.

The After-Hours Service Dispatcher is responsible for managing incoming service calls, coordinating with service technicians, and ensuring timely follow-up with customers regarding repairs and overall service performance after normal business hours. This role involves analyzing building systems, assisting with alarm inquiries, and providing remote system support when needed. The After-Hours Service Dispatcher serves as a key point of contact for both customers and service technicians, ensuring smooth communication and efficient service operations.

• Week 1:
  Monday, Tuesday, Wednesday 5:00pm - 7:00am (40 hours of regular time + 2 hours of overtime)
• Week 2:
  Saturday 5:00pm - Monday morning at 7:00am (38 hours worked but paid for 40 hours)
• Week 3:
  Thursday 5:00pm - 7:00am, Friday 4:30pm - Saturday 5:00pm (38.5 hours worked but paid for 40 hours)

Perseverance / Integrity / Family / Stability / Competency

• Answer and manage incoming service calls, prioritizing based on urgency and customer needs.
• Dispatch appropriate service technicians and subcontractors, ensuring timely service delivery.
• Follow up with customers regarding repairs and overall service performance.
• Analyze building systems and determine if further action or escalation is required.
• Assist technicians and customers with alarm inquiries and troubleshooting.
• Perform remote system analysis as needed to support service operations.
• Become familiar with service customers, their specific needs, and technician-client relationships.
• Maintain accurate records and documentation of service calls, dispatches, and follow-ups.
• Other duties as assigned.

• Ability to drive to the St. Cloud, MN office as needed.
• At least one year of dispatching experience.
• Positive attitude and ability to work well with others in a remote team environment.
• Ability to work independently and manage multiple tasks efficiently.
• Excellent computer skills, including proficiency with office software and dispatch systems.
• Pleasant telephone voice and a professional demeanor when communicating with customers and team members.
• Positive attitude and ability to work well with others in a team environment.
• Ability to operate basic office equipment as needed to perform the job.
• Strong communication skills to interact effectively with customers, technicians, and co-workers.

• Ability to sit or stand for extended periods while performing job duties.
• Ability to use a computer and office equipment for prolonged periods.
• Must be able to lift and carry up to 25 pounds occasionally.
• Ability to communicate clearly over the phone and in person.
• Ability to occasionally travel between office locations or customer sites as needed.

EEO/AA/M/F/Vets/Disabled