A Service Dispatcher-After-Hours is responsible for ensuring all emergency-priority 1 service calls are dispatched and assigned timely to Technicians scheduled to be on-call daily based on specific service area schedules. The Dispatcher must provide clear information and details of service call expectations to Technicians and maintain courteous and respectful communication with Technicians, Customers, Call Flow Specialists, Managers, and all staff members. The Dispatcher is responsible to follow the service area's escalation process when any customer or Technician issue arises that can't be resolved, and document any information within the service call. The Dispatcher helps ensure Technicians properly close out their calls and provide the information needed to move through the call flow process to help the department be efficient and profitable.
Essential Functions:
- Properly dispatch Service Technicians according to daily on-call schedules.
- Contact area Service Managers if discrepancies are found with daily on-call schedules.
- Create and dispatch all new emergency-priority 1 calls received during shift.
- Ensure call descriptions are accurate, and customer provided NTE's are noted in new calls prior to dispatching.
- Communicate all details by phone to the Technician being dispatched.
- Ensure dispatching is done timely as after-hours calls are emergency priority.
- Follow the service area's escalation process if a technician can't be reached, service call is at risk of missing ETA, or a customer service issue arises.
- A detailed service call note must be added every time there is new information prior to dispatching or if a service call can't be dispatched during shift.
- Verify Technicians have completed their calls properly in GP/Schedule and TPS when they call Dispatch to Check out.
- Maintain all Third Part Systems ( TPS): Accept calls, assign Technicians, update scheduled dates, Technician notes and status.
- Maintain customer and internal team communication by phone and e-mail in a professional, courteous, manner
- Answer phone calls and emails from customers, team members, managers, and all internal staff members in a timely manner
- Assigned GP call flow Smart List tasks.
- Be prepared and ready at work at workstation at scheduled shift start time daily
- Prepare detailed hand-off e-mail for next shift. Other Functions
- Performs other related duties, as assigned, for the purpose of ensuring the efficient and effective functioning of the work unit.
Requirements
- High school diploma or general education degree (GED)
- 1-2 years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience
- Computer skills
- Knowledge of industry is recommended but not required
- Ability to multi-task
- Good organizational skills
- Timely Communication
- Demonstrated listening, written/verbal communication, and interpersonal skills
- Self-motivated and works well with others Physical Demands and Working Environment Work is performed in a standard office environment. Approximately 90% of duties performed are in a seated position. The employee must reach with hands and arms and talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. Working Conditions
- Extended work hours during the Summer or as needed due to workload
