JOB TITLE: Dispatcher

DEPARTMENT: Client Management

REPORTS TO: Dispatch Manager

SUPERVISES: None

CLASSIFICATION: Non-Exempt

JOB SUMMARY:

To succeed in this role, you should be highly organized and able to perform multiple tasks for different clients and field employees simultaneously. Having experience with dispatching, scheduling, coordinating and the logistics of service calls, while understanding the importance of time management is required. Our ideal team member can both coordinate the daily activities of their service team, but also bring innovative ideas to enhance our clients' and technicians' experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Position: Dispatcher

  At Design Air Systems, our mission is to provide our Retail and National Account
  Clients with quality service and provide a workplace for our valued employees to plant
  roots, grow and thrive in their careers. We pride ourselves on employee longevity by
  keeping the culture of a small business while growing and expanding the business. At
  DAS, our employees are our best asset. Every link in the workflow is important. The
  Dispatcher is a valuable position. This position requires a master at multi-tasking and
  making quick but well considered decisions.

  JOB DUTIES:

  • Maintain Service priorities and job turn around within SLA guidelines
  • Dispatch work orders during business hours for assigned districts.
  • Maintain Service Standards for Schedule Adherence, NTE Management, IVR
  Compliance, Client Forms, and Work Order Resolution.
  
  • Communicate job progress with Account Managers, advise them on scheduling
  delays.
  
  • Work with Service Manager to coordinate proper technician assignments for
  quoted repairs.
  
  • Preventative Maintenance planning to achieve scheduling requirements within
  SLA's
  
  • Ensure timely and accurate delivery of information from the field. Including IVR
  confirmation, completion notes to client and KPI's for Techs in system.
  
  • Work with Service and Account Managers to schedule all approved quoted
  repairs within two business days of part delivery.
  
  • Work with Service and Account Managers to schedule all equipment
  replacements within one week of equipment delivery.
  
  • Work with Service and Account Managers on coordination and scheduling of
  larger quoted work that involves rental equipment and or crane rental.
  
  • Work with Service Manager and Account Manager to coordinate and schedule all
  vendor meetings. Enter detailed notes on scheduling and logistics.
  
  • Follow up on all return status. Work with Account Manager to keep job moving.
  Keep detailed notes on all follow up efforts.
  
  • Work with Service Manager on any special request from Manager involving
  needing technicians for permits, truck repairs, or any other needs outside of
  normal scheduled jobs and service.
  
  • Dispatcher will work together with Service Manager to help monitor technician
  time on jobs. If they are taking to long on a quoted job or service call then follow
  up with the Service Manager to see what the problem is and allow him to guide
  them to get the job done more efficiently.
  
  • Dispatcher will work together with Service Manager to closely assess entire
  workload and determine how manpower for over time and weekend work
  
  • Issue PO's to techs in assigned area

EDUCATION AND EXPERIENCE:

• High school education or GED required; Associates and/or bachelor's degree preferred.
• Minimum 2-3 years' experience dispatcher experience.
• Demonstrated experience in customer service.
• Proven flexibility and dependable performance.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT:

The physical demands described are representative of those that must be met by an employee to perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Required to stand, walk and sit
• Communicate in person, by phone/text, and email
• Operate a computer
• May be required to stoop, kneel, bend, crouch and lift up to 25 pounds

Helios Service Partners is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, reasonable accommodations are offered to qualified individuals with disabilities. Prospective and current employees are encouraged to discuss potential accommodations with the employer.

Helios compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $17.00 in our lowest geographic market up to $20.00 in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Helios's compensation may also include annual bonus, commissions, equity, sign-on payments, as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

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