Dispatcher

About the role

The Dispatcher is responsible for providing exceptional customer service and efficiently managing the scheduling and dispatching of service and delivery drivers. This role ensures timely resolution of customer inquiries and effective coordination of logistics to meet customer needs.

Responsibilities

• Provide exceptional customer service through phone and personal contact.
• Resolve or escalate customer inquiries and/or complaints as needed.
• Document and update customer records based upon interactions.
• Process payments and maintain customer accounts.
• Assist with light collections or handle billing inquiries as assigned.
• Schedule and dispatch service and delivery drivers within assigned locations.
• Maintain communication with customer service staff regarding customer service and delivery needs.
• Monitor driver and service tech schedules to ensure timely completion of jobs and accurate customer invoicing.
• Track fleet location and availability, ensuring maintenance schedules are followed.
• Track and improve operational and performance metrics including driver performance, equipment utilization, and routing efficiencies.
• Ensure all paperwork is complete and accurately submitted in a timely manner.
• Maintain professionalism, integrity, security, image, and confidentiality of information and records.
• Attend all safety meetings, training, and/or in-services.

Qualifications

Required Education: High school diploma / GED required

Required Work Experience: 3+ years in an office environment preferred. Customer service or inside sales experience preferred. Minimum of 5 years of experience in transportation and service industry preferred. Logistics and/or routing experience preferred.

Skills

• Microsoft Applications: Moderate to advanced functionality (in particular, Word, Excel and Outlook)
• Exceptional phone skills and computer literacy
• Exceptional verbal and written communication skills required
• Ability to develop strong customer relationships and handle customer service issues effectively.
• Strong organizational skills and attention to detail.
• Good problem solving and decision-making skills.
• Ability to maintain stability under pressure and be flexible and willing to modify plans when necessary.

Physical/Working Requirements

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be available to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is: This position requires you to work from an office environment; Prolonged sitting at a desk and working on a computer; Stoop, kneel, crouch, or crawl or otherwise reach into confined spaces; Communicate with and exchange information verbally and in writing; Move about in an office environment; The noise level in the work environment is usually moderate