Dispatcher (Service Delivery)

Excellent interpersonal skills and a customer service orientation.
Ability to effectively communicate and exchange information with a wide variety of individuals within a diverse environment.
Strong organizational and multitasking skills including ability to manage multiple priorities.
Demonstrated ability to handle sensitive situations with diplomacy and grace.
Possess a strong drive to provide the highest level of customer service and satisfaction and able to effectively manage a variety of situations on a day-to-day basis.
*Overview:* The Dispatcher Routes Service Technicians to service calls servicing the commercial kitchen equipment environment in a manner that maximizes efficiency and productivity while exceeding customer expectations.
This position is the primary point of contact for a group of Service Technicians within a geographic market or territory · *Tasks/Responsibilities* * Available to take incoming calls from customers and our field team * Make outbound calls to our customers providing Initial and Return ETA’s * Communicate Parts updates and Part Return ETA’s * Daily call/communication with our technicians * Daily calls/communication with Service Manager/District Manager * Answer customer Inquiries * Documents communication with customers in our system(s) * Provides follow through on any special customer needs in a timely manner * Balances workload to meet customer service level agreements.
* Ability to problem solve and handle escalations.
* Proactive communication if ETA is in Jeopardy * Monitoring daily/weekly reporting- action if required * Manage and monitor market emails timely with update * Manage Personal email folder * Updating portals with ETA’s, updates and estimates * Keep clients informed of any changes that affect them * Answer scheduling questions with customer and technicians over the phone * Reviews and takes appropriate action on daily reports * Plan and execute special Manufacturer projects within the set Deadline * Bring Forward any Obstacles faced, so leadership can assist · *Scheduling* * Responsible for scheduling all calls, within a geographical (assigned) area * Monitor and manage open service call age /scheduling * Preplan all contracted calls month prior * Identify and prioritize all incoming calls/demand * Utilize Scheduling Tool * Utilize GPS * Identify the right technician, based on skillset, location, and availability * Communicate with our customers, via phone/or email timely and provide ETA for service/return trip(s) * Update 3rd party portals, if applicable * Monitor calls to execution *Minimum Job Qualifications* * 2 years of Dispatch * Excellent communication skills * Able to sit for long periods of time * Quick to learn new software, systems and processes CRM data base experience * Knowledge of industry is recommended but not required Job Type: Full-time Pay: $20.
00 - $23.
00 per hour Benefits: * 401(k) * 401(k) matching * Dental insurance * Employee assistance program * Flexible spending account * Health insurance * Health savings account * Life insurance * Paid time off * Referral program * Vision insurance Schedule: * 8 hour shift * Monday to Friday * Weekends as needed Work Location: In person