Dispatcher

REPORTS TO: Service General Manager

STATUS: Exempt

HOURS: Full Time

LOCATION: 4900 Neo Parkway, Garfield Hts., OH 44128

JOB SUMMARY: 

The Dispatcher serves as a link between the field and management, responsible for receiving, interpreting, and disseminating information to ensure efficient operations. They manage communication, coordinate resources, and handle emergencies, frequently using technology such as phones and computer systems.

KEY RESPONSIBILITIES & DUTIES: 

1. Coordinates and dispatch electrical technicians to job sites based on priority, location, and availability
2. Tracks and monitors the status of work orders, technician progress, and completion times
3. Communicates job details, schedules, and changes to technicians and customers as necessary.
4. Ensures timely responses to emergency service calls and adjusts schedules as needed to meet customer demands
5. Provides excellent customer service by answering phone calls and addressing inquiries regarding service requests, scheduling, or dispatch-related concerns.
6. Communicates effectively with field units, providing clear instructions, updates, and resolving issues that arise during operations.
7. Maintains accurate logs of calls, activities, and other relevant information
8. Address problems and requests, offering solutions or dispatching appropriate resources to resolve situations.
9. Stays informed about industry regulations, best practices, and potential hazards to effectively manage their tasks
10. Other projects as assigned by the Service General Manager

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

1. Education and Experience - High School Diploma (or GED or High School Equivalence Certificate); bachelor’s degree in business administration or a related field is preferred. Three years of experience as a dispatcher is preferred.
2. Experience with Service Titan, ComputerEase, and Smartsheet preferred.
3. Language Skills – Ability to follow verbal and written work instructions. Ability to read, analyses, and interpret periodicals, journals, reports, design documents, blueprints, manuals, accounting policies/procedures, and legal documents. Ability to prepare business letters, proposals, summaries, organized spreadsheets, and reports using procedural formats. Ability to effectively present information to management. Ability to interact clearly and effectively, in both written and oral communication with supervisors and other staff members. Ability to prepare business letters, proposals, summaries, organized spreadsheets, reports using procedural formats, and conforming to all punctuation, grammar, diction, and style.
4. Mathematical Skills –Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. • Computer Skills - To perform this job successfully, an individual should be proficient in personal computer skills including electronic mail, record keeping, word processing, spreadsheet, graphics, etc. An individual should have the ability to use job costing and project management systems. This role requires an above-average knowledge of Microsoft Office. Experience with Service Titan is preferred.
5. Other Qualifications - Detail-oriented with strong customer service, and time management skills.

COMPETENCIES:

1. Communication - Communication refers to the ability to inform orally and in writing, with clarity and good effect. It means to understand clearly and quickly when instructions or orders are received. It means judgment about what information is important and what is not, and what should be communicated, how, to whom, and when.
2. Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
3. Reliability - Demonstrates dependability in managing schedules and fulfilling duties, ensuring the team can count on them to support operations.
4. Interpersonal Skills - Relates well to all kinds of people, inside and outside the organization, builds appropriate rapport, builds constructive and effective relationships, uses diplomacy and tact, and can diffuse high-tension situations comfortably. • Customer Service - Manages difficult or emotional customer situations. Responds promptly to customer needs. Solicits customer feedback to continuously improve service & results.

PHYSICAL DEMANDS:

While performing the duties of this job, the individual must be able to remain in a stationary position 90 percent of the time while operating their computer and performing office work. The individual needs to occasionally move about inside the office and outside of the office. They constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, fax machine, and computer printer. They must be able to exchange accurate information with customers and others in the office while interacting. The employee must occasionally move up to 15 pounds. The individual must be capable of reviewing their work for errors and make adjustments as necessary.

WORK ENVIRONMENT:

While performing the duties of this Job, the individual is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually low to moderate. The individual frequently works in a controlled climate.