DSD Dispatcher (Tue-Sat, 6am-3pm)

ICEE•La Vergne, TN

About The Position

The ICEE Company is seeking a DSD Dispatcher to coordinate daily service dispatch operations and support customer service. Under the supervision of the Dispatch Manager, the Dispatcher works closely with Service and Field Managers and provides effective service to ICEE customers. The scheduled hours are Tuesday through Saturday, 6:00 a.m. to 3:00 p.m. The Dispatcher sets performance goals and deadlines in alignment with company plans, runs daily reports for area Service Managers, and routes and schedules multiple field personnel. The role manages priority accounts and workload across service areas, communicates customer updates and estimated arrival times, and keeps Field Managers and field personnel informed about new and priority calls. The Dispatcher also handles public call-ins, directs issues to the appropriate Field Director, and performs other assigned duties. The position description notes that duties and responsibilities may change or be added.

Requirements

Excellent organizational and time-management skills.
Self-starter with the ability to lead a Service Region toward team goals.
Strong oral and written communication skills.
Proficiency with Microsoft Office, including Word, Excel, and PowerPoint.
Ability to drive call center KPIs.
Ability to multitask and follow through in a fast-paced department.
Ability to work in a team environment and assist coworkers when needed.
Ability to adapt to changes in procedures and policies.
Ability to process high volumes of work with positive outcomes.
Strong map-reading and call-routing knowledge.
Strong decision-making skills.
Ability to prioritize time management to support a productive daily workflow.
Demonstrated problem-solving and analytical skills.
Excellent customer service, communication, and interpersonal skills.
Track record of meeting or exceeding department performance goals.

Nice To Haves

Prior experience dispatching service technicians; one to two years of experience is preferred.

Responsibilities

Set performance goals and deadlines in accordance with company plans and vision.
Run daily reports for area Service Managers.
Route and schedule multiple field personnel each day.
Handle priority accounts and manage work volume in each area.
Call customers daily with updates and estimated arrival times.
Update Field Managers daily about new and priority calls.
Communicate regularly with field personnel by phone, email, and PDA.
Route and reroute calls to route personnel on short notice, including adjusting RSR routes based on customer needs.
Manage public call-ins and contact or email the appropriate Field Director.
Perform other duties as assigned by the Project Manager.