Service Dispatcher

$50,000 - $60,000/Yr

Innovative Systems - Auburn, WA

Full-time - Entry Level

Auburn, WA

Professional, Scientific, and Technical Services

About the position

The Service Dispatcher plays a crucial role in coordinating and managing the schedules of Electricians and Technicians to ensure efficient service delivery. This position requires effective communication and organizational skills to maintain daily operations, confirm appointments, and ensure timely service. The Dispatcher will also handle customer interactions and maintain accurate records in the CRM system.

Responsibilities

• Maintain the Service Technicians' daily schedules and dispatch technicians as service calls are completed.
• Schedule return trips with customers when parts are in or completion is needed.
• Maintain the on-call schedule for service technicians and after-hour service procedures.
• Review after-hours reports each day.
• Maintain customer database with current information using hardware and software technology for CRM.
• Provide clear and concise communications with department managers, employees, and customers.
• Review time cards, service tickets, and service reports for verification of times for payroll and billing.
• Provide accounting with maintenance contract billing information.
• Enter service calls, schedule calls, and generate call debriefing with technicians on an hourly basis.
• Review service tickets to initiate procedures for purchasing and receiving parts and components.
• Coordinate the schedule for planned maintenance, start-up, and warranty in cooperation with the service manager or contract administrator.
• Take incoming customer calls and schedule service calls as received.
• Create dispatch tickets/orders for service calls and issue Purchase Orders.
• Receive messages from answering service and voicemails, then promptly return customer calls.
• Dispatch technicians to service calls one at a time and debrief technicians after each service call.
• Re-schedule follow-up appointments with customers and schedule all planned maintenance visits.
• Follow up with customers on repairs and parts, maintaining and following up on all pending/recommended work.
• Compare technicians' timesheets to the Labor Review and Approval section of the Coins dispatch module.
• Maintain correct customer information in the database and manage service labor burden/costs.

Requirements

• High school diploma or equivalent; college preferred.
• Minimum of 2 years of versatile Dispatch experience.
• Electrical/Service Industry experience is preferred.
• Computer literate and able to talk and type (minimum of 40 wpm) accurately.
• Able to manage multiple priorities within a fast-paced, deadline-driven environment.
• Able to make good decisions and resolve issues in a clear, calm, and diplomatic manner.
• Strong phone and interpersonal skills.
• Computer literacy and data entry skills.
• Ability to interpret city/county maps.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance