JOB DESCRIPTION

Summary/Objective 

The dispatch coordinator will be a reliable communication point for in house field technicians and internal maintenance support teams for daily emergency and non-emergency calls. This role will receive and process requests, transmit messages and track vehicles while updating notes on progression of work orders. In addition, this role balances the workload for the tech team and ensures that the needs of the clients and PM’s are being met.

Essential Functions

• Schedules field techs based on an evaluation of the work order priority and the specific skills and availability of each tech.
• Field tech & in-house team calls and inquiries with questions and concerns
• Facilitates resolution to moderately complex problems
• Communicates effectively with project managers and all members of the teams
• Participates as a key team player by supporting work orders in all capacities as needed.
• Manages telephone calls professionally and efficiently
• Attends to questions, complaints immediately and facilitates satisfactory solutions
• Assists Dispatch Operations Manager with reviewing estimates and invoices with accuracy.
• Responsible for the coordination and scheduling of jobs
• Ability to track and follow up with work orders
• Must be efficient at multi-tasking
• Knowledge of surrounding tri-state area is preferred
• Must be good with technology (internet, phone, computer, etc.)
• Willing to learn and adapt to changes. No day is the same
• Must have efficiency in internet sourcing for material.
• Uploading work order sign offs & receipts into the Fexa system for billing purposes

Other 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 with or without notice. 

Required Competencies

• Inbound and outbound calls experience required
• Minimum 2 years’ experience in scheduling technicians required
• High School degree or equivalent
• Strong attention to detail and critical thinking
• Exceptional phone and customer service skills
• Positive and upbeat attitude
• Ability to work from Paramus, NJ office.
• Some knowledge of construction is preferred.

Supervisory Responsibility

This is not a supervisory position. This role will work collaboratively with positions in the same or different department.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This job is in an open space office environment with considerable background noise and disturbances.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. This is a sedentary role. Other regular physical demands include standing, sitting, walking, stooping, repetitive motion, lifting not more than 30 pounds, reaching, typing.

Position Type/Expected Hours of Work
This is a full-time position with 40 hours of work or more. Days and hours of work are the normal business hours from Monday through Friday, 8:30 a.m. to 5:00 p.m. 

Travel

Some travel is expected for this position. (Maybe picking up material and/or people)

Required Education and Experience

A high school diploma is required with minimum 2 years of experience as a service dispatcher or college graduate with minimum 2 years of experience in customer service or any similar combination of education and experience.

Work Authorization

Must be authorized to work in the U.S without needing sponsorship at time of hiring or in the future.

ADA/EEO Statement
Must be able to perform the essential functions of the job with or without reasonable accommodations.

Equal employment opportunities (EEO) will be provided to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics or veteran status. In addition all applicable federal, state and local law requirements will govern nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status is explicitly prohibited. Violation of company policies and procedures or code of conduct, including inability to perform the job duties adequately may result in discipline up to and including discharge.

At Will Employment

Your employment is at-will and either party can terminate the employment relationship at any time with or without cause and with or without notice. This is not a contract job.

In this role, you will be expected to carry out the duties and responsibilities described in the enclosed job description which is periodically updated to reflect business needs. This job description has been approved by management.