Dispatcher

LiftOne•Atlanta, GA

1d•Onsite

About The Position

The Dispatcher is responsible for specific daily administrative service functions in support of our branch operations while maintaining a high level of customer satisfaction. This person will help to train and mentor new team members.

Requirements

High school degree (or equivalent)
Previous experience within a field service environment strongly preferred, to include time management and dispatching of field service personnel.
Prior experience in a service-oriented environment and use of a service scheduling software highly preferred
Ability to maximize use of CRM and field service management system.
Strong customer service and follow up skills.
Strong communication skills to include internal and external communications, conflict resolution, and the ability to discuss technical situations with customers and technicians required.
Experience delivering on responsibilities and commitments while working in a fast-paced environment.
Microsoft Office (Word, Excel, Outlook and PowerPoint)
Scheduling and Time Management software/programs
Experience with Windows based programs

Nice To Haves

Associate’s degree from a two-year college highly preferred
Preferred experience with SalesForce and/or ServiceMax

Responsibilities

Create, monitor, and manage the service technician work calendars and assignments, ensuring efficiency and full utilization. This will include dispatching technicians to customer locations.
Responsible for WIP and dispatch of assigned technicians. Keep service manager informed of completion status.
Monitor back ordered parts to ensure the technicians are aware when the parts are received.
Ensure that the service technicians being dispatched have the training, parts needed, and certifications necessary to perform the work assigned.
Maintain regular communication with the service technicians throughout the day.
Proactively contact customers to keep them informed on the service to their equipment.
Field customer calls, gather appropriate and necessary information, and provide excellent customer service to include follow up communications and honoring our commitments.
Monitor real time work in process and maintain its age to branch goal, review with service manager on a weekly basis.
Conduct daily recap of the status of projects and assignments and review with your service manager.
Maintains appropriate records, files, documentation, etc.
Overcome objections and handle tough conversations both internally and externally, keep service manager informed.
Review service dashboard reports and assist service management as a solutions provider to improve key customer and business performance metrics.
High ability to multitask and prioritize responsibilities.
Administer the service process from creation of work order all the way through creation of an invoice working with a team of assigned technicians.
Other duties as assigned.