Dispatcher

Responsibilities

• Independently evaluate and prioritize service requests, including backlog, considering urgency, customer impact, SLA requirements, and resource constraints.
• Use independent discretion in directing service calls to technicians, balancing their skills, workloads, geographic locations, and availability to optimize efficiency.
• Collaborate with Service Managers and dispatch team members to resolve escalations and ensure alignment of resources with operational needs.
• Ensure compliance with service level agreements (SLAs) and take proactive steps to address potential delays or missed commitments.
• Serve as a point of escalation for complex or high-priority service issues, providing solutions to ensure timely resolution.
• Generate and review operational performance reports, identifying opportunities for improvement and recommending actionable solutions.
• Conduct regular reviews of incomplete service calls, ensuring timely follow-up and resolution.
• Assist in maintaining and updating the “on-call” schedules and verifying appropriate coverage for all service areas.
• Support the scheduling and completion of preventative maintenance tasks in collaboration with Service Managers.
• Develop a thorough understanding of market geography, technician expertise, and resource availability to enhance dispatch efficiency.
• Provide mentorship and training to dispatch team members, ensuring consistent application of best practices and policies.
• Perform additional tasks and responsibilities as assigned to support the team and operations.

Qualifications

• High school diploma or equivalent experience.
• Associate’s degree or technical certification in a related field, preferred.
• Technical (refrigeration) expertise, preferred.
• 3-5 years of experience in dispatch operations, customer service, or a related field, preferably in a technical service environment.
• Proven ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong organizational skills and attention to detail for accurate scheduling and reporting.
• Excellent communication skills, both written and verbal, with the ability to maintain professional relationships with customers and internal teams.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Demonstrated ability to work collaboratively in a team environment and provide mentorship to peers.
• Flexibility to adapt to changing priorities and work occasional evenings, weekends, or on-call shifts as needed.
• Ability to understand and follow all company policies and procedures and all applicable State and Federal laws.
• Proficiency in using typical business tools including E-Mail, Word, Excel, etc.