What are the responsibilities and job description for the Dispatcher position at Willbanks?
The Service Dispatcher is the first point of contact acting as a liaison between our business (technicians, parts department, estimating, mechanics) and our customers; acting as a “traffic controller” taking calls from our customers who require assistance with their equipment. The dispatcher generates work orders, dispatches technicians and reports progress back to customers on the status of their issue, on a regular basis.
This position ensures positive employee relations while practicing The Willbanks Way - Values. Position will work Monday-Friday, 7:00am – 4:00pm.
ROLES & RESPONSIBILITIES:
KNOWLEDGE, SKILLS, and ABILITIES::Multi-task while remaining agile, professional, calm, and ready for the unexpected
Able to both collaborate with the team and work well independently
Strong attention to detail; reliable; and results oriented
MINIMUM REQUIERD EDUCATION, CREDENTIALS, LICENSES, and EXPERIENCE::
This position ensures positive employee relations while practicing The Willbanks Way - Values. Position will work Monday-Friday, 7:00am – 4:00pm.
ROLES & RESPONSIBILITIES:
- Primarily responsible for prioritizing customer calls/requests, and scheduling technicians, field service technicians and mechanics through our schedular software, (called Acumatica an ERP software), to specific customer job site(s)
- Generates service orders and appointments in Acumatica, that clearly and accurately reflect the needs of our customer(s) and will document the steps taken to resolve their concern(s)
- Tracks the progress of each service order entered in Acumatica, monitoring the progress made by our technician(s) in the field and communicate progress made back to the customer
- Identifies any purchasing problems with vendors, evaluate all possible solutions and implement the best solution
- Provides best in class customer service to internal and external customers
- Manages system information and workflow
- Follows up with parts department to ensure parts have been ordered and delivered back to our warehouse
- Oversees ticket requests in the ERP from customer requests, to ticket creation to close out
KNOWLEDGE, SKILLS, and ABILITIES::
- Ability to work in fast paced, changing environment with time constraints
- Creative thinking for managing workflow and creating efficient processes
- Outstanding communication with all levels of the organization and successfully delivers information to internal and external customers
MINIMUM REQUIERD EDUCATION, CREDENTIALS, LICENSES, and EXPERIENCE::
- High School Diploma or GED is required
- Candidates having a college degree or associates degree preferred
- 3 years experience working in customer service role is required
- 1 years working as a dispatcher or in dispatch
- Proficiency with Microsoft Office Suite or related software
Salary : $40,500 - $51,200
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