Service Dispatcher

Mark III Construction•Sacramento, CA

1d•Onsite

About The Position

Under the direction of the Service Department Head, performs a wide variety of administrative and Service dispatch related tasks in support of the Service Department. These tasks are intended to assure that the administrative and dispatch aspects of the Service Department are timely, efficient, and accurate thereby providing for customer satisfaction and profit for the Department.

Requirements

Highly organized and detail oriented
Flexible and able to multitask in a fast-paced environment
Exhibits the ability to learn and apply new skills
Customer service oriented
Professional demeanor and pleasant phone presence
Able to establish and maintain good working relationships with customers and teammates
Exhibits sound judgment with ability to prioritize tasks, assignments and the needs of customers
Capable of managing difficult or emotional customers and responding promptly to their needs
Excellent verbal and written communication skills
Good listening and comprehension skills with the ability to keep relevant parties adequately informed
Able to balance team and individual responsibilities
Demonstrates openness to others' views and able to provide objective feedback
Successfully demonstrates industry knowledge
Critical Thinking Skills
2+ years' experience dispatch related work is preferred.
Extensive HVAC Knowledge
Electrical Knowledge
Proficient use of Microsoft Office Suite (Word, Outlook, and Excel), Google and Explorer internet browsers for web-based software systems.
High school graduate or equivalent
Valid CA driver's license with a clean DMV record

Nice To Haves

Knowledge of BuildOps software is a plus
Knowledge of IFS Core is a plus
Associates degree, or equivalent, from two-year college or technical school a plus
Willingness to receive and handle occasional calls after business hours

Responsibilities

Manage incoming calls and emails from customers, technicians and vendors.
Create daily schedules for technicians and make adjustments as necessary
Using “Reply All”, respond to customer email for service requests within 15 minutes
Create locations with the needed billing information and contacts/scheduling requirements
Schedule and dispatch service technicians according to their technical ability, location and urgency of call to maximize productivity and efficiency
Perform customer follow up as required
Communicate with customers directly, or through online portals, to accept and schedule maintenance and/or repair services and provide job updates as they are underway
Support technicians in resolving problems they may encounter in the field (e.g. securing materials, notifying customers of late arrival, securing directions to site)
Open work orders according to company procedures and coordinate with accounting to close jobs when appropriate
Determine that all required documents are uploaded into our system by the technician
Maintain job history files with a high level of accuracy
Enter all work orders into computer system, updating and closing tickets upon job completion
Issue purchase orders for parts, equipment and/or materials
Maintain positive relationships with customers and continue to build customer base through providing superior customer service
Resolve issues in a calm and professional manner
Review customer requests for service to ascertain cause for service request, type of malfunction, and location of service
Addresses customer inquiries concerning billing or services rendered and refer any reports of service failures to designated departments for investigation
Maintain close communication with service and field operations managers, keeping them apprised of such issues as customer dissatisfaction, technician performance, scheduling conflicts, etc.
Monitor fire inspection schedule and assure that all legal requirements are met including paperwork required for auditors/inspectors