Administrator - Dispatcher

Reports to: Administration Manager. Classification: Non-Exempt.

About the role

The Dispatcher position bridges our customers and field service technicians as well as Field Service Managers. The successful candidate must thrive in a fast-paced environment, handle multiple tasks efficiently, gather accurate information from customer calls, and assign the appropriate technician(s) to service requests. You will track and monitor field technicians to determine availability and ensure timely responses.

Responsibilities

• Take incoming customer calls.
• Schedule and coordinate all service calls as they are received.
• Create dispatch work orders as needed.
• Dispatch Service Technicians.
• Maintain the dispatch board/schedule.
• Forecast workload.
• Track and monitor Field Technicians to determine availability to respond to service requests.
• Enter service calls into the computer system and update progress accurately and on a timely basis.
• Follow up on all pending and recommended repair work with the customer.
• Provide support to the Service Manager and/or Operations Manager and offer additional office support as necessary.
• Assist with resolving billing issues with the Billing Admin and/or accounting department as needed.
• Review daily reports to audit filters in our existing service program.
• Work to collect POs in a timely manner or support billing as required.
• Organize, monitor, and maintain the FX service system and all its filters before leaving each day.

Requirements

• Minimum of 5 years’ experience in customer service.
• Completed High School diploma or equivalent; two years of technical school, community college, or trade school is a plus.
• Two years of related experience and/or training in customer service, dispatching, or project management, or equivalent combination of education and experience.
• Must pass background screening.
• Excellent verbal, written, and computer skills.
• Type 40–60 WPM.
• Strong people and customer service skills in a professional setting, proven by past experience and references.
• Strong Microsoft skills and knowledge, particularly Excel (Field Centrix or Solomon a plus), or other dispatching software experience.
• Experience matching the correct tier-level technician to customer service needs.
• Experience tracking and communicating with field technicians to determine availability for service calls.
• Passionate about accurate data entry of service calls into computer systems with a high level of ownership and self-accountability.
• Ability to work independently, calmly, and efficiently.
• Geographical knowledge of the service area is required.
• Proficient in verbal and written communications.
• Strong interpersonal skills.
• Safety focus.
• Sound judgement and decision-making.
• Ability to thrive in a fast-paced environment and handle multiple tasks efficiently.
• Detail-oriented with strong organizational and communication skills.
• Ability to prioritize, meet deadlines, and remain calm under pressure.
• Ability to work and deal diplomatically with all levels of company personnel.

Qualifications

• Required: High School Diploma.
• Desired: AA/BA/BS/MA degree in Communication, Project Management, or related field, or 2 years of related experience.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a deskbound role; however, filing, correlating, reproduction, and binding materials are required. This may involve lifting files, opening filing cabinets, bending or standing on a stool, climbing stairs, and preparing training and meeting rooms/spaces as necessary.

Schedule

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. This position regularly requires long hours and occasional travel as job duties demand.

Pay

$26.00 per hour.