Dispatch CSR

• Strong computer and phone skills
  
• Exceptional customer service abilities
  
• Experience in trades or bluecollar services preferred
  
• Familiarity with Service Titan is a plus
  
• Dependable with high integrity
  
• Ability to contribute effectively to a fastpaced office team
  

Direct Reports: None

Authority: Nonmanagement of staff; Authority to offer preferred customer discount and correct inaccurate invoices.

Schedule: Full time (40 hours)

Work Environment: Office

Work Hours: We are open 7 days a week meaning we are flexible with available hours MF 7am8pm Sat Sun 8am5pm.

Overall Expectations:

• Manage dispatch board for all technicians
  
• Schedule technicians for optimal customer service
  
• Communicate concerns to management
  
• Proactively address customer needs
  
• Proactively address technician needs with respectful communication
  
• Handles interdepartmental referrals
  
• Focus on efficiency in meeting customer expectations minimizing drive time and fuel efficiency
  
• Act as liaison between tech and customer and tech and management when needed
  
• Opening/ closing duties as needed
  

Tasks for Dispatcher / CSR:

• Post technician schedule at least 7 days in advance; schedule weekend rotation to cover needs equitably; schedule according to requested days off
  
• Report technician attendance issues to Assistant Manager
  
• Report performance issues (job taking and technician) to the appropriate Service Manager
  
• Accuracy diagnose needs and dispatch appropriate technicians
  
• Check voice mail and return customer calls (phone and email accounts)
  
• Handle work orders
  
• Support admin requests from management as needed
  
• Ensure all jobs are dispatched by end of day including direct communication to technician
  
• Ensure all jobs from previous day are closed
  
• Administrative tasks as needed
  
  

Requirements