Dispatcher/Service Advisor

General Description:

The Dispatcher / Service Advisor is responsible for coordinating incoming service calls, dispatching technicians and supporting the daily operations of the service department. This role serves as the communication hub between customers, technicians and management while also assisting with drive-up customers and billing.

Duties Include:

• Receive incoming service calls and accurately gather all necessary job information.
• Dispatch technicians based on location, skill set, urgency and workload to ensure efficient response times.
• Monitor technician status throughout the day and adjust schedules as needed to maximize productivity.
• Communicate clearly between customers and technicians regarding job status, delays and updates.
• Monitor GPS data for accurate roll times.
• Ensure all service calls are properly documented with accurate details such as mileage, hours, unit number, PO and scope of work.
• Prepare and distribute work orders to technicians at the beginning of the shift and throughout the day.
• Gathering work orders and paperwork from technicians to assist in billing out the customer.
• Answer phones and greet customers in a respectful and timely manner.
• Monitor workflow and support proper use and maintenance of tools and equipment.
• Roll or unroll call forwarding at the beginning and end of each shift.
• Maintain accurate records of all service activity and customer interactions.
• Perform other duties as assigned.

Dispatcher / Service Advisor Requirements:

• Must perform duties and responsibilities in a safe manner.
• Ability to consistently follow company policies and procedures.
• Strong organizational and multitasking skills with the ability to prioritize in a fast-paced environment.
• Excellent communication skills with the ability to clearly relay information between customers and technicians.
• Ability to remain calm and make decisions quickly in high-pressure situations.
• Team player who works well with others across departments.
• Detail oriented with the ability to ensure accuracy in all documentation.
• Must be willing to rotate being on call on weekends.

Minimum Job Requirements:

• Authorized to work in the USA
• Previous experience in dispatching, service writing or commercial tire environment preferred.
• Basic knowledge of commercial tire service operations preferred.
• Proficiency with computers and scheduling/dispatch systems is a plus.
• Eagerness to learn and maintain a positive attitude.
• Commitment to service beyond the expectations of our customers.

Physical Demands / Work Environment:

• Lifting: Occasional lifting up to 50 pounds.
• Occasional squatting, bending, and twisting.
• Standing for extended periods of time.
• Environment: Work in a shop setting that is not climate controlled. Temperatures may vary by season.
• Vision (near, distance, color, peripheral, depth perception).
• Sense of sound (phones, alarms, shop equipment).
• PPE: Ability to wear required Personal Protective Equipment (safety glasses, gloves, footwear).

Skills:

• Strong organizational and scheduling abilities
• Ability to manage multiple service calls and technician routes simultaneously
• Excellent customer service and communication skills
• Ability to accurately document and relay information

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Work Days:

• Monday to Friday

Work Location: In person