Job Description

The Service Dispatcher responsibilities include performing various service order coordination tasks, such as scheduling service technicians according to priority of jobs and geographic location, maintaining accurate records and service notes, answering phone calls, and handling financial queries. To succeed in this role, individuals should have excellent leadership ability, a 'customer first' attitude, solid time management and communication skills, strong work ethic and the ability to collaborate with customers and internal teams to meet customer needs.

Ultimately, the Service Dispatcher’s duties are to ensure all paperwork, calls, emails, and schedules are addressed and completed daily, while providing the best overall customer service possible.

Persons in this position report to the Service Manager.

Duties and Responsibilities

• Create and schedule work orders, and other appointments as needed for generator repairs, warranty items, maintenance
• Interact with customers to confirm job schedule and/or advise of any changes
• Ensure customer requests are handled in a timely manner
• Determine schedules, dispatch and provide support for your assigned technicians
• Ensure technicians are completing all assigned work orders daily
• Ensure work orders are closed out and have accurate data entered and appropriate parts have been ordered
• Close out work orders, enter technician notes into customer records, and follow up as needed
• Provide administrative support, answer incoming phone lines and provide the best possible customer service

Experience and Qualifications

• Must have a passion for providing excellent customer service
• Ability to thrive in fast-paced environments and remain flexible to changing needs
• Previous experience in scheduling and dispatching
• Detail oriented and meticulous
• Must be able to work independently and in a team environment
• Ability to thrive in fast-paced environments, multitask and remain flexible to changing needs
• Logistically sound scheduling experience

Skills

• Excellent problem-solving skills
• Solid organizational skills, including multitasking and time-management
• Strong client-facing and conflict resolution skills
• Excellent written and verbal communication skills and ability to understand customer needs
• Strong working knowledge of Microsoft Office, database, scheduling and inventory management software
• Excellent problem-solving skills