Dsr - Dispatch Service Representative

Summary:

Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Maintain the on call schedule for service technicians. Maintain customer database with current information. Clear and concise communications with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times. Provide accounting with maintenance contract billing information

Responsibilities:

• Take incoming customer calls.
• Schedule and coordinate all service calls as calls are received.
• Create dispatch ticket for all service calls.
• Dispatch Service Technicians, one call at a time.
• Dispatch Service Technicians to first call.
• Contact customer for job arrival of technician.
• Debrief Service Technicians after completion of each call.
• Respond to all messages left overnight.
• Maintain the dispatch board / schedule.
• Forecast workload for 2 – 3 days out
• Contact customers with a “Parts Pending” status as parts are received for scheduling.
• Forward list of parts used by technicians to warehouse for truck restock.
• Update customer files as information is received from installation. (Extended warranties, equipment info, new customers, Birthday tickler file, etc.)
• Maintain on call schedule, to include 1st on call and standby technician
• Maintain customer history files in database
• Technician time sheets clock in/clock out of jobs
• Compare service timecards and work orders to service schedule.
• Enter equipment details in to Service Titan
• Update service database from service ticket
• Pull checks and charge slips and compare to invoices.
• Forward checks and payments to accounting.
• Other duties as assigned

Requirements:

- Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience
- Fluent in English, both written and verbal communication skills
- Strong data entry skills with attention to detail
- Bilingual abilities in [insert relevant languages] is a plus
- Proven experience in customer service or sales roles
- Ability to effectively communicate with customers and provide excellent service
- Strong problem-solving skills and ability to think critically
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Health insurance
• On-the-job training
• Paid time off

Experience level:

• 3 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person