What are the responsibilities and job description for the Service Dispatcher position at OWL Services?
Who We Are
OWL Services is the premier sales, installation, program management and service provider to retail, commercial, fleet, aviation and marine, and emergency power generation companies across the U.S.
With 33 offices and distribution centers and more than 1,400 field service professionals, OWL delivers on a service platform that includes construction, compliance and testing, maintenance and repair, modernization and re-imaging, and EV charging solutions to keep businesses and people moving 24 hours a day, 7 days a week, 365 days a year.
OWL Services’ companies have received numerous awards over the years for exemplary customer service. Most recently it was the recipient of EVgo’s Deployment Excellence Award in its first-ever class of awardees in the National EV Charging Recognition Program.
Come join us! For more information visit OWLServices.com and follow us on LinkedIn.
The Role
The Service Coordinator/Dispatcher (SCD) is responsible to manage various communication channels for service requests and dispatch and monitor service technicians to meet customer and business needs. This position requires a solid understanding of company service offerings, systems and assigned geography as well as strong interpersonal skills. In addition, the SCD must have the ability to multi-task in a busy work environment, have strong communication & problem-solving skills, and be detailed oriented.
Responsibilities
- Monitor various communication channels for service request activity: phone, email and customer portals.
- Coordinate/dispatch service tasks to remote field technicians via phone and software.
- Route, plan and communicate to ensure that jobs are handled efficiently and coordinate workload for technicians and customers.
- Communicate with technicians and customers and update systems to ensure proper information is captured as needed.
- Understand and monitor various service level agreement requirements.
- Monitor workload and changes to build efficient routes for drivers that meet customer needs.
- Ensure the accurate capture, data entry and maintenance of client information.
- Assist in closing service calls and invoicing of work as needed.
- General office duties (faxing, scanning, typing, filing, etc.)
- Other tasks/duties as assigned.
Requirements
- High school diploma or equivalent required.
- 1-3 years of experience in a service coordinator, scheduler, service dispatch or construction dispatcher role preferred.
- Ability to work independently, multitask and handle high volume of service calls/emails.
- Excellent communication and organizational skills.
- Proven problem-solving skills and ability to determine solutions in real-time.
- Strong interpersonal skills and ability to interact with remote service technicians.
- Strong focus on customer satisfaction and service delivery in a fast pace 24/7 environment.
- Experience using mapping and dispatch software preferred.
- Ability to learn new programs/software with strong attention to details.
- Knowledge of DOT laws and regulations a plus.
- Knowledge/Experience with Salesforce a plus.
- Proficient in MS Office products Outlook, Excel, Word.
- Dependable transportation and ability to be office based in one of our service facilities
Compensation and Benefits
- 10 Paid Holidays
- Flexible Time Off
- 401(k) Company Match
- Health, Dental, and Vision Insurance
- HSA and FSA
- Disability & Occupational Accident Insurance
- Company-Paid Life Insurance Policy
- Employee Assistance Program (EAP)
- World-class paid training program for you to learn the skills for long term career success.
Requisition 2547
