Excellent interpersonal skills and a customer service orientation. Ability to effectively communicate and exchange information with a wide variety of individuals within a diverse environment. Strong organizational and multitasking skills including ability to manage multiple priorities. Demonstrated ability to handle sensitive situations with diplomacy and grace. Possess a strong drive to provide the highest level of customer service and satisfaction and able to effectively manage a variety of situations on a day-to-day basis.

Overview:

The Dispatcher routes Service Technicians to service calls servicing the commercial kitchen equipment environment in a manner that maximizes efficiency and productivity while exceeding customer expectations. This position is the primary point of contact for a group of Service Technicians within a geographic market or territory

· Tasks/Responsibilities

• Available to take incoming calls from customers and our field team
• Make outbound calls to our customers providing Initial and Return ETA’s
• Communicate Parts updates and Part Return ETA’s
• Daily call/communication with our technicians
• Daily calls/communication with Service Manager/District Manager
• Answer customer Inquiries
• Documents communication with customers in our system(s)
• Provides follow through on any special customer needs in a timely manner
• Balances workload to meet customer service level agreements.
• Ability to problem solve and handle escalations.
• Proactive communication if ETA is in Jeopardy
• Monitoring daily/weekly reporting- action if required
• Manage and monitor market emails timely with update
• Manage Personal email folder
• Updating portals with ETA’s, updates and estimates
• Keep clients informed of any changes that affect them
• Answer scheduling questions with customer and technicians over the phone
• Reviews and takes appropriate action on daily reports
• Plan and execute special Manufacturer projects within the set Deadline
• Bring Forward any Obstacles faced, so leadership can assist

· Scheduling

• Responsible for scheduling all calls, within a geographical (assigned) area
• Monitor and manage open service call age /scheduling
• Preplan all contracted calls month prior
• Identify and prioritize all incoming calls/demand
• Utilize Scheduling Tool
• Utilize GPS
• Identify the right technician, based on skillset, location, and availability
• Communicate with our customers, via phone/or email timely and provide ETA for service/return trip(s)
• Update 3rd party portals, if applicable
• Monitor calls to execution

Minimum Job Qualifications

• 2 years of Dispatch
• Excellent communication skills
• Able to sit for long periods of time
• Quick to learn new software, systems and processes CRM data base experience
• Knowledge of industry is recommended but not required

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Dispatching: 1 year (Preferred)

Ability to Commute:

• Schenectady, NY (Preferred)

Ability to Relocate:

• Schenectady, NY: Relocate before starting work (Preferred)

Work Location: In person