Dispatcher

Panasonic • Bolingbrook, IL

6d

About The Position

The Dispatcher schedules and dispatches service technicians to customer locations for routine maintenance and emergency repairs, based on customer calls and service contracts. The role prioritizes service calls, assigns appropriate technicians, verifies that technicians receive calls, and communicates work orders and other information among customers, supervisors, and technicians.

The Dispatcher also addresses customer questions and difficulties related to billing and service, closes completed tickets, and contacts customers for feedback on the work performed. Additional duties include reviewing calls handled by the call center, obtaining cash-on-delivery information, and notifying the credit department to send credit applications to new customers. The position may require flexibility outside normal working hours.

Requirements

• High school diploma or GED.
• 0–5 years of related experience and/or training, or an equivalent combination of education and experience.
• Ability to manage multiple competing priorities and tasks in a fast-paced work environment.
• Strong verbal and written communication skills.
• Intermediate to advanced proficiency in Microsoft Office Suite.
• Strong organizational and time-management skills, with high attention to detail.
• Flexibility to work outside normal working hours as required.
• High level of professionalism and diplomacy.
• Superior customer service skills.
• Excellent telephone and communication skills, with the ability to handle a high volume of calls.
• Demonstrated ability to make decisions, learn quickly, think rationally, and exercise good judgment.
• Ability to work effectively in a diverse team environment.

Nice To Haves

• Associate degree preferred.
• Working knowledge of refrigeration or HVAC.

Responsibilities

• Schedule and dispatch service technicians to specified locations for routine maintenance and emergency repairs, based on customer calls, service contracts, requests, specifications, and needs.
• Prioritize calls and use the appropriate workforce to meet service needs.
• Verify receipt of calls by technicians.
• Respond to customer difficulties involving billing and service.
• Communicate work orders, messages, and other information to and from supervisors and technicians.
• Confer with customers or supervising personnel to address questions, problems, or requests for service or equipment.
• Assign a technician working in the area and provide a work order or purchase order number.
• Close tickets upon work completion and contact customers for feedback about the task performed and quality of work.
• Respond to and review calls taken by the call center.
• Obtain COD information and notify the credit department to send a credit application to new customers.
• Perform additional responsibilities as assigned.

Benefits

• Medical, dental, vision, and prescription plans.
• Health Savings Account and Flexible Spending Account options.
• Voluntary life, accident, critical illness, disability, legal, identity theft, and pet insurance.
• 401(k) plan with company matching contributions and immediate vesting.
• Paid time off, stewardship leave, and parental leave.
• Tuition reimbursement for job-related courses after six months of service.
• Employee assistance program, virtual health management, chronic condition support, and tobacco cessation programs.
• The role may be eligible for discretionary bonuses and incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED