• Job Title: Dispatcher, Customer Service
• FLSA Classification: Non-Exempt
• Shift: 7:00 AM – 5:00 PM PST
• Location: On-Site; Redwood City, CA
• Reporting to: General Manager

• Job Summary

  Distribute work to technicians based on technician’s skills, urgency of a problem, aging of the problem, geography/distance of the customer, nature of the work, and other cost factors (e.g. overtime). Daily management of incoming and outbound calls, effective scheduling routing and providing extensive detailed to technicians. Follows company policies, procedures and practices related to dispatch. This would include managing the proper documentation of customer information in a customer service database during and after each call or email correspondence. Additional responsibilities include managing initial customer inquiries, product problems, and general client concerns. Any person in this role will be expected to maintain a high-level of professionalism with clients and must work to establish a positive rapport with every caller.

  Essential Duties and Functions

  Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Interact with Technicians and management to ensure all customer requests are scheduled and promptly responded to. Communicate and relay essential information to/from Technicians to the operations support teams and management. Recommends alternative scheduling and dispatch options to leadership. Ensures planned maintenance is completed on schedule and to customer specifications.
• Follows standard practices and procedures. Makes continual improvement suggestions to further enhance practices and procedures. Ensures quality of work and data into Service Titan. Reviews daily call logs for incomplete and dropped calls and work orders.
• Updates job knowledge by studying new product descriptions and participating in educational opportunities.
• Prioritize calls (incoming and backlog).
• Assign and dispatch technicians.
• Work with Service Managers to address open calls.
• Respond to inquiries.
• Creating and entering work orders.
• Updating information in customer portals before, during and after job completion.
• Create and distribute required reporting.
• Maintain proactive communication with customers regarding missed SLAs.
• On a daily basis, review all incomplete calls.
• Maintain entry and verify nightly “on call” crew.
• Work with Service Managers to ensure preventative maintenance is completed on schedule.
• Understand the geography of the market and understand the technicians.

• Other Job Duties

  Please note 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 without notice.

  Essential Knowledge, Skill, Abilities, and Competencies

• Strong computer (Excel/Outlook) skills.
• Ability to handle multiple tasks concurrently.
• Stay calm under pressure.
• Able to actively listen and demonstrate empathy.
• Highly organized and strong attention to detail.
• Excellent verbal and written communication skills.
• Strong sense of urgency.
• “Can do” attitude and demonstrated commitment to get the job done.
• Reliable and dependable.
• Friendly and helpful demeanor.

• 
  Success Measures

• Call completion time.
• SLA Compliance (not currently tracked).

Required Education and Experience

• Education and/or experience equivalent to a high school diploma and 2-3 years of relevant customer service, dispatch, or call center environment experience.
• Experience in Construction, Field Services, HVAC or Home Security environments preferred.
• Some experience with dispatch and service team logistics preferred.

Additional Qualifications

• Communications: Able to read, write and communicate effectively and professionally including active listening skills and the ability to demonstrate empathy. Able to present information and respond to questions from peers, managers, clients, customers, and the general public in a courteous and helpful manner. A customer focus with an emphasis on the quality of the customer experience and a “can do” attitude. Ability to interact effectively at all levels and across diverse cultures.
• Math: Able to perform simple addition, subtraction, multiplication and division using standard units of measure and weight.
• Reasoning: Able to apply common sense understanding to carry out simple instructions furnished in written, oral, or diagram form. Able to follow instructions and deal with problems involving several concrete variables in standardized situation with only general supervision.