What are the responsibilities and job description for the Dispatcher position at De Novo HRConsulting & Business Advisory?
Our client, an established elevator services company, is seeking a Dispatcher to join their team. The company specializes in elevator maintenance, repairs, modernization, and new installations across all major brands. The Dispatcher will coordinate and manage the flow of service work to ensure efficient scheduling, timely service, and effective communication.
Essential Responsibilities Include:
1. Answer and monitor all customer phone calls and emails, including the general service inbox
2. Update dispatch system throughout the day.
3. Monitor service callbacks and repairs and check for updates.
4. Coordinate with answering service to process after hour requests for service or sales, and dispatch accordingly.
5. Continually follow up with technicians throughout the day to proactively identify potential issues and prevent/mitigate service problems.
6. Communicate with customers regarding scheduled service, service delays, and general questions.
7. Engage with clients in a friendly and professional manner while actively listening to their concerns and providing a best in class customer experience.
8. Ensure services are completed in accordance with customer needs &/or requests while meeting service level agreements.
9. Process common carrier small package (service parts) deliveries, including signing, receiving, and distributing to service mechanics.
10. Provide support for inventory management and purchase orders for parts/materials under direction of Coordinator.
11. Assist with the recording and collecting supplies and materials given to drivers (eg: gas cards, tools, key fobs).
Highly Qualified Individuals Will Possess Most or All of the Following:
• Minimum of two (2) years' experience in a Customer Service or Support role.
• Experience as a Dispatcher preferred but not required.
• Advanced communication skills, both written and verbal.
• Ability to coordinate multiple assignments and projects in a fast-paced environment with possibility of conflicting priorities in a professional manner.
• Highly proficient in MS Office suite of products, including Microsoft Dynamics.