Dispatch Supervisor

About the role

The Dispatch Service Supervisor is responsible for supervising the work of customer service/dispatch personnel to ensure adherence to quality and company standards, deadlines, and procedures, correcting errors or problems. They are also responsible for developing and maintaining professional relationships with various departments and customers to resolve account discrepancies or issues efficiently, and for maintaining customer records and resolving customer needs and concerns.

Responsibilities

• Supervise the work of Dispatch/Customer Service personnel to ensure adherence to quality and company standards, deadlines, and procedures, correcting errors or problems.
• Train or instruct employees in job duties or company policies.
• Implement departmental policies, procedures, and standards in conjunction with management.
• Establish and maintain customer files and storage, as necessary.
• Respond to customer concern inquiries in a timely manner.
• Determine schedules, sequences, and assignments for work activities, based on work priority, and skill of personnel.
• Maintain customer records and resolve customer needs and concerns.
• Monitor employees' work levels and review work performance.

Requirements

• A minimum of two years office/customer service experience
• A professional appearance
• Excellent interpersonal skills with the ability to interact with all types of customers
• A strong customer service attitude
• Able to plan and schedule work rather than just react
• Able to "think on your feet" to provide customers with needed information for their specific installation or repair
• Able to work as part of a team
• Strong computer skills with a good knowledge of Microsoft office and ability to learn customer service management and scheduling / dispatch software

Qualifications

• Communication, Written - Ability to communicate in writing clearly and concisely.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
• Responsible - Ability to be held accountable or answerable for one's conduct.
• Reliability - The trait of being dependable and trustworthy.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
• Loyal - The trait of feeling a duty to the employer.
• Honesty / Integrity - Ability to be truthful and be seen as credible in the workplace.
• Project Management - Ability to organize and direct a project to completion.
• Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.
• Interpersonal - Ability to get along well with a variety of personalities and individuals.