Dispatcher - CSR

Job Summary

Under the direct supervision of the Service Department Administration Supervisor, this position is the primary customer interface by acquiring calls and emails, accessing the nature of the request, and dispatching service calls to field service technicians. In addition, developing a quoted proposal response to the scope of work required. Regular, predictable, and reliable attendance is an essential job function .

Essential Duties and Responsibilities

Essential duties and other responsibilities include but are not limited to the following :

Ability to represent the company in a professional manner.

Schedules and dispatches the appropriate field service technician to correspond with the client’s needs and expectations.

Utilizes the company’s computer software to update the status of services records, client billing, and invoices.

Estimates small, requested scopes of work, identified by the field technicians

Assists Administration Supervisor and Service Team Members with ordering parts, equipment, systems, and components to prevent technical service delays.

Ensures high field productivity through proper planning and coordination to minimize service technician’s travel time.

Monitors progress on dispatched field service technicians and adjusts work assignments accordingly.

Maintains a thorough knowledge of company procedures.

Maintains secure, orderly, organized records, and files. Ensures accuracy of information, identifies, reviews, and reports inaccuracies to Administration Supervisor.

Conducts timely follow-up on open service orders and responds accordingly to time-sensitive matters.

Maintains and complies with company policies on ethical standards and business practices and maintains utmost privacy when preparing confidential company correspondence and statistical project reports.

Administers short-term projects and administrative tasks and duties as may be assigned based on business needs.

Supports  customer service  activities by directing and overseeing customer service representatives, resolving  customer  questions or complaints, and developing programs and procedures to enhance productivity and performance.

Supports sales activities

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Minimum one 3-5 years related experience and / or training in customer service, dispatching, or equivalent combination of education and experience

Ability to understand, follow, and transmit written and verbal instructions

Knowledge of Viewpoint Service Module or similar industry software

Knowledge of Microsoft Office Suite (Excel, Outlook, and Word)

Excellent telephone etiquette

Excellent oral and written communication skills

Certificates, Licenses, Registrations

A valid California Driver’s License

Competencies

To perform this job successfully, an individual should demonstrate the following competencies :

Effective Communication : Ensures that regular, consistent, and effective communication takes place. Ensures that important information is shared with others on a timely basis as appropriate in their organizational unit. Proactive in keeping their manager informed on a regular basis about progress and problems to avoid surprises.

Collaboration : Develops, maintains, and strengthens partnerships with others inside or outside of the organization who can provide information, assistance, and support. Recognizes and appreciates the business concerns and perspectives of others. Provides valuable and needed assistance and support to others.

Initiative : Identifies what needs to be done and takes action before being asked or required. Does more than what is normally required in a situation. Seeks out others involved in a situation to learn their perspectives.

Thoroughness : Monitors the quality of one’s own work. Acts to verify information and checks the accuracy of their own work. Develops and uses systems to organize and keep track of information or work progress. Organizes information or materials for others. Carefully reviews and checks the accuracy of information in work reports provided to management and others.

Conflict Management : Functions effectively when under pressure and / or while experiencing rapidly changing or uncertain conditions. Maintains self ? control and composure in the face of stress, opposition, or provocation. Effectively handles a variety of complex and difficult problems or tasks at once. Maintains a positive attitude under difficult circumstances. Quickly adapts and constructively reacts to unforeseen circumstances and setbacks, reducing their severity.

Personal Integrity : Ensures integrity of the Company. Develops and practices the highest ethical standards. Honors commitments and communicates openly, honestly, and directly. Instills mutual trust and confidence. Treats all people with respect, values diverse perspectives, and supports the Company’s diversity initiatives.

Physical Requirements

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel, reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and / or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Office : The noise level in the work environment is usually moderate.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Compensation / Pay Rate (Up to) : $22.00 - $25.00