What are the responsibilities and job description for the DISPATCHER position at Cascade Services?
Job Summary:
In this position, the Dispatcher strategically creates schedules and assigns technicians to job sites based on profitability and historical performance. Strong customer service, communication, and organizational skills are essential for success in this role.
Dispatchers must possess the ability to motivate technicians while maintaining clear and concise communication. They are responsible for accurately summarizing job details for technicians and regularly communicating with customers. Dispatchers prioritize dispatching based on requested lead times and ensure customers are kept informed throughout the process.
Additionally, this role involves overseeing the efficiency of assigned technicians and ensuring their adherence to the company's policies.
Essential Duties and Responsibilities:
The essential functions include, but are not limited to, the following:
- Maintaining responsibility for dispatching the company’s technicians in a manner that maximizes efficiency, profitability and ensures customer satisfaction.
- Outbound calling as needed to ensure technicians have full schedules every day.
- Scheduling and dispatching correct technicians to customers’ homes or businesses.
- Verifying work done, work suggested, invoicing and options sheets are properly completed.
- Following up with customers to ensure satisfaction.
- Identifying and scheduling follow-ups as needed.
- Ordering parts as required, never to leave a customer down.
- Ensuring the fleet is properly maintained and meets the company standards for cleanliness inside and out.
- Returning customer & technician calls as needed.
- Checking & replying to emails urgently.
- Maintaining accurate job summaries as technicians complete calls.
- Verifying parts usage as technicians complete calls.
- Rehashing opportunities and sending option sheet letters as needed.