OBJECTIVE
A Dispatcher effectively maintains work schedules for service representatives and ensures that customer commitments are met. A Dispatcher upholds the company’s core values of integrity, service, leadership, empowerment, and innovation while demonstrating a dedicated and results-driven work ethic.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide logistical support to the field to ensure maximum output per labor-hour
Qualify every request for service to establish maximum response time requirements
Communicate schedules and resolutions to customers
Inform service manager of work progress, customer relations, field personnel relations, material administration, and other matters affecting service operations
Advise service manager of customer complaints to expedite resolutions to maintain relationships
Dispatch service personnel to satisfy customer problems based on skills, nature of problems, location of problem and location of personnel
Maintain understanding of mechanical systems in order to make appropriate decisions in scheduling all types of work
Understand geographical layouts to make logical decisions concerning reassignment for spot calls and scheduled work assignments
Provide effective work schedules for field personnel to maximize use of skills while meeting customer needs and providing contingency time for emergency calls in a cost-effective manner
Maintain awareness of field activities and mechanical systems to ask appropriate questions and gather information for the cost-effective dispatching of appropriate personnel, tools, and other equipment
Build rapport and productive working relationships with customers, vendors, and other outside contacts
Dispatch personnel and equipment in accordance with applicable contractual agreements
Display complete understanding of components of the standard contractual agreements including services provided and terms and conditions
Audit service reports weekly in accordance with established procedures
Maintain awareness of high-risk customers (i.e. based on credit) and obtain approval from service manager prior to authorizing service
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
The ability to provide exceptional customer service
Retain up-to-date knowledge regarding equipment and concepts
Capable of handling a heavy workload of calls
Strong understanding of computer functions including Microsoft Word, Excel, and other Proprietary Software
Effective written and verbal communication skills, both professional and interpersonal
The ability to work both independently and within a team
A responsible, organized, and detail-oriented mindset
Refined time management skills and the ability to multi-task
Advanced critical thinking and problem-solving skills
WORK ENVIRONMENT CONSIDERATIONS
Ability to sit or stand for extended periods of time
Must be able to work in high-pressure situations facing strict deadlines. Extended shifts may be necessary, and hours may exceed 40 per week to perform duties effectively
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position
QUALIFICATIONS AND EDUCATION REQUIREMENTS
High School Diploma or Equivalent
AAP/ EEO STATEMENT
At Modern Companies Inc., we understand that every employee is different in his or her own way. We support and thrive off those differences. We do not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, retaliation, military status, or other non-merit factors. Modern Companies Inc. is a proud Equal Opportunity workplace and Affirmative Action employer.