What are the responsibilities and job description for the Lead, Dispatch position at Service Champions Inc?
We have an immediate need for an experienced, enthusiastic, self-motivated, experienced Dispatcher. The primary function of this position is to dispatch technicians to their respective calls efficiently. All Dispatchers will rely on established procedures and guidelines to execute primary job functions. This entails the coordination of all technicians to run scheduled calls each day properly and effectively. Key goals are confirming appointments and ensuring that technicians arrive on time. This is a full-time, at-will, non-exempt level position, reporting to the Dispatch Manager.
DUTIES AND RESPONSIBILITIES:
- Must possess a high energy, strong desire to achieve top results with a charismatic, positive "can-do" attitude over the phone and in person.
- Proactively gain and maintain a complete understanding of our portfolio of products and services.
- Effectively summarize and relay information
- Achieve productivity standards and goals set by the company while maintaining high quality.
- Work well independently within guidelines and complete work without requiring follow-up.
- Must have the ability to analyze data from previous appointments and technician's performance and technical ability and apply this to new appointments, ensuring the appropriate technician is sent.
- Must effectively handle multiple tasks at the same time while being consistently interrupted by phone calls, emails, and competing priorities.
- Enthusiastically communicate opportunities that exist on appointments to encourage and motivate technicians, helping drive performance.
- Manage a geographical territory, producing the best outcomes possible from appointments within the assigned territory.
- Understand and communicate expectations, following and firmly executing processes even if challenged by a technician or peer.
- Detail-oriented, closely monitoring and identifying incorrect work orders, correcting mistakes, and resolving with managers as necessary.
- Must possess a can-do, fearless mentality, consistently alerting managers as processes or expectations fail to be met.
- Dedication to providing superior customer service.
SKILLS/QUALIFICATIONS:
- A minimum of 2 years of versatile Dispatch experience.
- Knowledge of Service Titan, Helpful.
- High school diploma or equivalent; college preferred.
- Computer literate and able to talk and type (minimum of 40 wpm) accurately.
- Able to manage multiple priorities within a fast-paced, deadline-driven, multi-discipline environment.
- Able to make good decisions and resolve issues in a clear, calm, and diplomatic manner.
- Strong Phone and Interpersonal Skills
- Computer literacy and Data Entry Skills
- Ability to interpret city/county maps.
WORK CONDITIONS:
- Regularly required to sit; use hands to handle or feel and type.
- Speaking and hearing ability; heavy communication through talking and listening to employees and clients directly as well as through telephone conversations to resolve issues.
- Frequently required to reach with hands and arms.
- Occasionally required to stand, walk and stoop, kneel, crouch, or crawl
- May lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
BENEFITS:
- 401k
- Medical, Dental, Vision
- Life Insurance
- Paid Training
- Paid Time Off
- Paid Holidays
We are an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. We make hiring decisions based solely on qualifications, merit, and business needs at the time.
