Dispatcher

LiftOne•Atlanta, GA

60d

About The Position

The Dispatcher supports LiftOne branch operations by coordinating daily service administration while maintaining a high level of customer satisfaction. The role manages technician schedules and assignments, dispatches technicians to customer locations, monitors work in process, and helps ensure technicians have the training, parts, and certifications needed for assigned work. The Dispatcher communicates regularly with technicians, customers, and the service manager; tracks service progress; and administers the service process from work-order creation through invoice creation. The role also helps train and mentor new team members and has no supervisory responsibilities.

Requirements

High school degree or equivalent.
Previous experience in a field service environment, including time management and dispatching field service personnel, is strongly preferred.
Experience in a service-oriented environment and use of service scheduling software is highly preferred.
Ability to maximize use of a CRM and field service management system.
Strong customer service and follow-up skills.
Strong internal and external communication skills, conflict-resolution skills, and the ability to discuss technical situations with customers and technicians.
Experience delivering on responsibilities and commitments in a fast-paced environment.
Computer skills with Microsoft Word, Excel, Outlook, and PowerPoint.
Familiarity with scheduling and time-management software or programs.
Experience with Windows-based programs.

Nice To Haves

Associate’s degree from a two-year college.
Previous field service experience, including time management and dispatching field service personnel.
Experience in a service-oriented environment and use of service scheduling software.
Experience with Salesforce and/or ServiceMax.

Responsibilities

Create, monitor, and manage service technician calendars and assignments to promote efficiency and full utilization, including dispatching technicians to customer locations.
Manage work in process and dispatch for assigned technicians, keeping the service manager informed about completion status.
Monitor back-ordered parts and notify technicians when the parts arrive.
Ensure dispatched technicians have the training, parts, and certifications required for their assigned work.
Maintain regular communication with service technicians throughout the day.
Proactively contact customers with updates about service to their equipment.
Handle customer calls, gather necessary information, provide excellent customer service, follow up, and honor commitments.
Monitor real-time work in process and keep its age within branch goals; review progress with the service manager weekly.
Recap project and assignment status daily and review it with the service manager.
Maintain appropriate records, files, and documentation.
Address objections and difficult conversations internally and externally, keeping the service manager informed.
Review service dashboard reports and work with service management to improve customer and business performance metrics.
Multitask and prioritize responsibilities.
Administer the service process from work-order creation through invoice creation in coordination with assigned technicians.
Help train and mentor new team members.
Perform other duties as assigned.