Dispatcher

The ICEE Company•La Vergne, TN

32d•$19•Onsite

About The Position

At The ICEE Company, the World’s #1 frozen beverage brand, our constant focus is to provide the best possible service and product offerings to our customers. The Dispatcher position is located ON-SITE at ICEE's La Vergne, TN Support Center. The Customer Service and Support department offers employees an energized and fast paced team environment. In this role you will engage directly with our customers and route and schedule field personnel to ensure ICEE's customer needs are met.

Requirements

Strong decision-making skills
Prioritize excellent time management to drive a positive and productive daily workflow.
Customer relations, interpersonal relationships, team relations, and service.
Excellent organizational and time management skills.
Must be a self-starter with the ability to lead a Service Region to accomplish team goals.
Great oral and written communication skills.
Proficient with all aspects of Microsoft Office (Word, Excel, PowerPoint).
Drive call center KPIs.
Ability to multi-task in a fast-paced department with the ability to follow through with each task given
Ability to work in a Team Environment and assisting fellow co-workers when needed
Ability to adapt to ongoing changes in procedures and policies
Able to process high volumes of work daily with a positive outcome
Strong knowledge in map reading with the understanding of routing calls
Prior role dispatching service techs with a minimum 1 to 2 years’ experience is preferred.
Demonstrated problem-solving skills and analytical skills.
Excellent customer service skills, communication skills, and interpersonal skills.
Track record of meeting or exceeding department performance goals.

Responsibilities

Set goals for performance and deadlines complying with the Company’s plans and vision.
Run Daily reports for area Service Managers
Routing and scheduling of multiple Field Personnel daily
Handling priority accounts and managing work volume in each area
Calling Customer every day with updates and ETA's
Updating Filed Managers daily with new calls and priority calls that come in
Communicating with Field Personnel constantly on phones, emails, & PDA
Routing and re-routing calls sent to Technicians on minute's notice –Re-routing technician routes as needed throughout the day based on customer need.
Closing out high volumes of calls – Completing call verification process on all completed service requests to ensure proper billing.
Parts ordering and tracking daily for calls requiring follow-up
Manage Public call ins and email/contact appropriate field Director
Performs other duties as assigned by the Dispatch manager