Dispatcher - evening shift
The Arcticom Group (“TAG”) is a U.S.-based network of commercial and industrial mechanical services companies that provide HVACR service and maintenance and installation services. TAG is committed to being an “employer of choice” and ensuring employees have a home where they can learn and grow. With competitive compensation and an attractive benefits package, TAG is an exciting place to work. We are looking for a skilled Dispatcher to join our team in Jurupa Valley, CA.
Please note: The Arcticom Group conducts pre-employment drug testing, as well as a full background check and motor vehicle records report on each candidate before they are cleared for active duty.
About the role
The Dispatcher acts as a communication point for urgent and non-urgent calls, receiving requests, transmitting messages, and tracking technicians. The Dispatcher must be primarily an excellent communicator and able to remain calm and composed, especially in urgent situations. He or she must be able to multi-task, act, and execute inquiries with very little supervision. The intent of dispatch is to enable different parties to communicate well, ensuring accurate and timely transmission of information. This job operates in an office environment using standard office equipment such as computers, multi-line phones (and headset), scanners, photocopier, fax, cell phone, and filing cabinets. While performing the duties of this job, the employee is regularly required to talk or hear; frequently required to stand; walk; use hands, handle or feel; and reach with hands and arms, as well as view a computer monitor with near-field vision. This position requires the ability to occasionally lift office products and supplies, up to 40 pounds.
Responsibilities
- Get to know the technicians, their personalities, abilities, and professionalism to ensure we send the right people.
- Communicate with all levels of organization, as necessary.
- Take calls and dispatch technicians to calls (via phone and email).
- Dispatch occurs via email as well, both urgent and non-urgent, based on the customer’s communication preference.
- Customer enters issue into their system and the email notifies the dispatcher, who then needs to log in to that customer’s portal and “accept” the work order.
- Dispatcher creates the job in current software, assigns to the appropriate technician, technician receives notification of job via handheld device.
- Dispatcher to follow-up and ensure tech syncs the information back to main office regularly.
- Dispatcher is responsible for calling back customer and setting expectations on technician ETA.
- Responsible for providing technicians with PO’s and processing vendor invoices into system accurately.
- Purchase items for techs when vendor requires credit card purchasing.
- Maintain the on-call schedule through technician feedback and distribute per union guidelines and timing.
- Follow-up daily, on previous day’s after-hour correspondence (emails, texts, emergencies, concerns, questions).
- Support the technicians in the field by being a central hub of information: i.e., vendor issues, refrigerant leaks, parts ordering, repair of tech equipment, talk them through how to use a tablet, phone, or handheld communication device, coordinate contact with IT to reset technician functions, as needed.
- Set up and introduce new technicians via software and systems, procedures, and expectations.
- Set up new customers in software as a new customer (or a new location) for all states.
- Companywide liaison with the Construction Team when technicians are needed on a project.
- Provide credit apps for new customers and pass to accounting for approval.
- Coordinate with technicians and assist with job quoting with appropriate markups.
- Send out weekly incomplete reports to technicians, go through every service call we make and ensure its closed in timely fashion, not stuck on parts hold, follow-up, or incomplete beyond customer billing expectations.