Dispatcher

Smart Care•Hillsboro, OR

10d•Onsite

About The Position

Turbo Technicians, a Smart Care company and a provider of espresso and coffee equipment service and sales, is seeking a full-time Dispatcher. This is an onsite office position in Hillsboro, Oregon, with regular hours Monday through Friday between 8:00 a.m. and 5:00 p.m. The Dispatcher coordinates customer work orders, creates and maintains service tickets, schedules technicians, communicates with customers, and works with parts, billing, and operations teams to support timely, accurate service. The role also participates in an evening and weekend on-call rotation to assist with emergency service requests.

Requirements

Ability to multitask in a fast-paced, changing environment.
Strong verbal and written communication skills.
Ability to maintain focus and attention to detail while handling multiple interruptions.
Proven ability to navigate multiple computer systems and applications and use search tools to find information.
Proficiency in Microsoft Word, Excel, and Outlook.
Proficiency in high-volume alphanumeric data entry and verification into work orders.
Adaptability to change and comfort with technology.
Ability to retain new information and quickly learn new processes and programs.
Strong team-player skills and a positive attitude.
Excellent time-management skills.
Demonstrated ability to make sound decisions under pressure.
Ability to take initiative and make things happen.
Previous customer service experience.

Responsibilities

Monitor a high-volume email inbox for customer work orders and route messages to appropriate folders based on customer and service type.
Answer inbound phone calls and assist customers with inquiries.
Create service tickets for incoming work orders.
Dispatch technicians for service calls, installations, and preventive maintenance according to location and priority.
Ensure required checklists and paperwork are attached to service tickets for technicians to complete.
Monitor the dispatch board and schedule unassigned calls as technicians complete their current calls.
Create quotes for follow-up service calls and email them to customers for approval.
Coordinate with the parts department to order parts for jobs and track their arrival so service can be scheduled.
Communicate work-order status to customers by phone, email, and customer portals.
Work with the billing department to ensure service-ticket information is accurate after work is completed so customers are billed correctly.
Coordinate with the operations manager, service managers, and other dispatchers to schedule service calls efficiently while maintaining customer satisfaction.
Monitor workflow status in dispatch software to ensure follow-up calls are completed in a timely manner according to customer contracts and expectations.
Participate in an evening and weekend on-call rotation to assist with emergency service requests.