Dispatcher

Bacon Nation Inc•Rockwall, TX

19d

About The Position

The Bacon Dispatcher works closely with Production Coordinators and communicates directly with customers about the status of service appointments. The Dispatcher updates job types, notes, and work descriptions, and triages jobs so technicians have the correct information before dispatch. They serve as the primary point of contact for Call Center Representatives with questions about appointment status or in-progress jobs, and dispatch technicians to assigned jobs when ready. The Dispatcher reports directly to the Call Center Manager. The schedule is Monday through Friday, 10:00 AM–7:00 PM, with two rotating weekend days per month.

Requirements

A proven track record in customer service.
IT competence, good typing skills, and proficiency with phone systems.
Strong organizational skills and exceptional follow-through.
Strong verbal and written communication skills.
Ability to build trust, diffuse conflict, and hold others accountable.
A personality suited to a fast-paced, goal-driven environment.
Ability to contribute competitively as an individual and work toward team success.

Responsibilities

Relay accurate information to technicians and provide exceptional customer service experiences.
Update customers throughout the day on technician progress by phone, text, and email.
Coordinate with Production Coordinators about customer expectations to dispatch technicians accordingly.
Build customer rapport, maintain professionalism, and encourage repeat business.
Respond to customer requests, resolve issues, and promote the brand.
Participate in training to support sales and ensure incoming orders are dispatched quickly and accurately.
Manage the whereabouts and needs of field technicians and ensure they arrive within the 45-minute window provided to customers.
Record service-call results and create report summaries for senior management.
Update coaching and tracking documents to track technician performance.
Answer Call Center Representatives’ questions and relay information to the Production Coordinator team.
Monitor the department schedule and manage call counts.
Perform additional responsibilities and duties as assigned to support team and business needs.