Dispatcher, After Hours

ACCO Engineered Systems•Mather, CA

17h•$23 - $26

About The Position

General Job Description: Under the direction of the Business Processes Manager, this position acts as the primary customer interface by receiving all after-hour calls and maintaining an accurate scheduling system and maintaining the customer and technician communication systems.

Requirements

HS Diploma or equivalent
Ability to handle multiple phone lines in a hectic, fast paced environment.
2-3 years of data entry with dispatch ticketing system
Analytical and problem solving skills
Proficiency with Microsoft Windows environment & Google products
Excellent writing and verbal communication skills
A driven self-starter with a strong work ethic that can take the lead on initiatives and follow-through on commitments.
Detail oriented.
Very organized with demonstrated ability to multitask
Ability to maintain 99.9% accuracy in all transactions
Proactivity / Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one’s level / position and with minimal supervision.
Perseverance: Shows the wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.
Insight: The ability to gather and make sense of information that suggests new possibilities.
Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.
Likeability: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.
Big Picture: Understands and contributes to organizations’ short- and long-term business strategy. On a personal level has independently developed a vision for short- and long-term career success.
Motivation / Dedication: Commits to excellence in pursuing unselfish goals. Initiates action with collective goals, takes responsibility, and shows personal humility.
Technical Curiosity / Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feedback; demonstrating an openness to learning and change.
Problem-Solver: Ability to identify, analyze, and solve a problem in support of personal, group, department, or organizational objectives.
The employee may occasionally lift and/or move up to 20 pounds.
Specific vision abilities required by this job include close vision and distance vision.
The auditory/hearing abilities required by the job include ability to hear customers calling by telephone.
While performing the duties of this Job, the employee is regularly required to sit for prolonged periods, stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
The employee is regularly required to walk and sit.
Regular and routine attendance is required.

Responsibilities

Provide exceptional customer service to internal and external customers by conducting intake and assessing the nature of the call, assigning and dispatching the call to a service technician and documenting the disposition and resolution on the system and monitoring call status in real time.
Placing timely requests for service as requested by customers
Identify the nature of the call by collecting necessary and relevant details.
Assess and assign service calls to the appropriate area service technician.
Document problems in the system and transmit to technician’s mobile device any/all call detail, history, and level of urgency.
Monitor the change of status of all calls on the electronic dispatch board.
Monitor the outstanding work orders and maintenance orders ensuring timely completion
Interface with field supervision on any/all conflicts in requests for service, repeated callbacks or customer issues requiring their attention.
Interface with ACCO’s non-service departments placing requests for service to assure a timely response and that the work schedule is updated.
Close out completed work orders, reconcile time applied, verify resolution and prepare for billing.
Transfer dispatch operations to the next shift end and verify handoffs.
Monitor the Tech Time Emails and make the necessary adjustments to the Technician’s hours.
Monitor the Schedule board to clear up any appointments in the status of Dispatched, Open or Declined.
Review the maintenance WIP for completed jobs and close out the costs.
Other tasks as assigned by supervisor or upper management.