Dispatcher - evening shift

TAG Refrigeration•Jurupa Valley, CA

10d•Onsite

About The Position

The Arcticom Group is seeking a Dispatcher in Jurupa Valley, California. The Dispatcher is a central communication link among customers, suppliers, technicians, and other teams, coordinating repair and maintenance work and supporting customer satisfaction. The role handles urgent and non-urgent calls and email requests, receives and transmits information, tracks technicians, creates and assigns jobs in company software, and follows up to ensure timely updates and work-order completion. The Dispatcher supports field technicians with job information, purchase orders, vendor invoices and purchasing, equipment and technology issues, and coordination with customers and internal teams. The position also maintains the on-call schedule, helps onboard technicians and set up customers in software, coordinates with the Construction Team, supports job quoting, and monitors incomplete service calls. The schedule includes mid-day, evening, and weekend hours. The position operates in an office environment and requires frequent communication, multitasking, calm judgment under pressure, and attention to detail.

Requirements

High school education or equivalent.
At least 2 years of dispatch experience in a fast-paced environment.
Familiarity with MS Office applications.
Intermediate computer skills.
Strong communication skills, including listening and speaking clearly and effectively by phone.
Ability to multitask and track multiple people and their needs.
Problem-solving skills and ability to prioritize situations and think quickly.
Empathy, compassion, and the ability to remain calm in distressing situations.
Attention to detail.
Ability to communicate with field technicians and relay information to and from technicians and customers.
Discretion when conveying information from technician and customer conversations.
Investigative and interview skills to gather details about reported issues.
Customer-service mindset when dealing with internal and external customers.
Ability to work in an office environment and use standard office equipment.
Ability to occasionally lift office products and supplies weighing up to 40 pounds.
Ability to talk or hear regularly; frequently stand, walk, handle or feel objects, reach with hands and arms, and view a computer monitor with near-field vision.

Nice To Haves

Knowledge of local area geography is highly helpful.

Responsibilities

Get to know technicians’ abilities and professionalism to help assign appropriate personnel, and communicate with all organizational levels as needed.
Take calls and dispatch technicians to service calls.
Process urgent and non-urgent email dispatch requests, including accepting work orders through customer portals.
Create jobs in current software and assign them to technicians; follow up to ensure technicians regularly sync information back to the main office.
Call customers to communicate technician arrival estimates and set expectations.
Provide technicians with purchase orders and accurately process vendor invoices in the system.
Purchase items for technicians when vendors require credit-card payment.
Maintain and distribute the on-call schedule using technician feedback and union guidelines and timing.
Follow up daily on the previous day’s after-hours emails, texts, emergencies, concerns, and questions.
Support field technicians with vendor issues, refrigerant leaks, parts ordering, equipment repairs, device use, and coordination with IT when needed.
Set up and introduce new technicians to software, systems, procedures, and expectations.
Set up new customers and customer locations in software for all states.
Liaise companywide with the Construction Team when technicians are needed on a project.
Provide credit applications for new customers and send them to accounting for approval.
Coordinate with technicians and assist with job quoting using appropriate markups.
Send weekly incomplete reports to technicians and review service calls to ensure timely closure and follow-up, including calls on parts hold or otherwise incomplete.
Listen and communicate clearly and effectively with customers and others, including people who may be distressed.
Prioritize urgent situations, distinguish levels of emergency, and remain calm and composed in a fast-paced, high-stress environment.
Use discretion when conveying information from conversations with technicians and customers, and gather issue details through investigative questioning.