Description

Dispatcher will work with service division to dispatch technicians efficiently and profitably. Individual is responsible for working closely with our technicians to exceed our customers’ expectations by organizing and facilitating each customer service call to guarantee fast and responsive service. The Dispatcher will serve as the service group’s ambassador and ensure a positive customer experience.

ESSENTIAL DUTIES

1. Communicates with customers to determine the service and scheduling needs and priority

2. Manage and organize customer service calls prior to their deployment to the Service Technicians

3. Accurately dispatch the required Service Technician with the correct skill level for the service call minimizing unnecessary cost and building customer confidence

4. Communicates status of the service call to the customer while it is in progress

5. Monitors technician’s workload and schedule throughout the day

6. Initiates and opens work orders/jobs for respective service calls (electrical, HVAC, plumbing, etc.)

7. Understands and communicates credit/collection protocols and resolves situations accordingly

8. Assists other team members as needed

9. Work in a constant state of alertness and in a safe manner

10. May be required to drive a vehicle for business purposes occasionally

a. Maintain valid driver’s license and driving record that meets company policy

11. Regular attendance and punctuality are essential for employee job performance

12. Perform other duties as assigned

Requirements

ENVIRONMENT, PHYSICAL AND MENTAL REQUIREMENTS

• Work performed in office environment. Involves frequent contact with other employees. May require working under stressful conditions.
• Operates office machinery including computers, fax machine, calculator, and photocopier.
• Requires manual dexterity for office machine operation including computer and calculator, stooping, bending to handle files and supplies, and mobility to complete errands or deliveries.
• Must be able to occasionally lift and/or carry/move up to 20lbs
• Must be able to sit and/or stand for long periods of time
• Must be able to perform repetitive motion of hands, wrists, and arms
• Must be able to complete job duties proficiently while adapting to changing demands and priorities
• Must have the ability to work in a constant state of alertness and concentrate for long periods of time to perform duties in a safe manner

SKILLS AND COMPETENCIES

• High school diploma or general education degree (GED) preferred
• Minimum 3 years’ experience in related field
• Good verbal and written communication skills
• Strong customer service skills a must
• Basic knowledge of HVAC, plumbing and electrical services a plus
• Ability to communicate clearly with other employees
• Good organizational and time-management skills
• Proficiency in use of MS Office (Word, Excel, and Outlook)
• Knowledge of filing systems and organizing principles
• Ability to deal with difficult people
• Ability to complete daily tasks with limited supervision and minimal errors requiring re-work
• A current valid driver’s license is required

BENEFITS

MCC offers a comprehensive benefits package to include some of the following:

• Medical, Dental, Vision
• Basic and Optional Life Insurance, Accidental Death & Disability
• 401k Retirement
• Paid Time Off
• Paid Holidays
• Wellness Programs
• Education Assistance