Dispatcher at E.R. Services – Mint Hill, North Carolina

SUMMARY: Technician & customer support functions by providing excellent communication in a fast-paced environment with high volume of phone calls. Coordinate and manage the service calls to be efficient & cost-effective for the company.

DUTIES AND RESPONSIBILITIES:

• Technician & Customer Support
  • Call customers in route to dispatch technicians
  • Assign and dispatch technicians to the customer’s job sites for service, repair, or installation.
  • Monitor schedule to ensure timeliness of appointment arrivals, communicating with customers of any tardiness.
  • Monitor schedule when job is completed to maximize dispatch opportunities.
  • Monitor schedule for utility locates and call in at least 48 hours in advance
  • Assisting technicians onsite with access, pricing thresholds and software issues.
  • Creating purchase orders for technicians as needed.
  • Debrief technicians upon completion of job to ensure all follow up information is received, and all necessary tasks are created.
  • Follow up with all property management work orders, communicating with all necessary parties.
  • Monitor technician and helper timesheets to ensure accuracy, correcting as necessary and printing for their approval weekly
  • Outbound calls to customers for appointment confirmations.
  • Complete various projects as assigned by management.
  • Assist Customer Service team with overflow of inbound calls.
  • Rotation of on call shifts for nights, weekends and holidays. Review after hours duties below.
• Office Support
  • Greet patrons and sign for deliveries and distribute.
  • Print, copy, scan & fax
  • Ensure kitchen is maintained and restocked as needed.

• After Hours Duties Also Include (Rotational, On-Call)
  • Dispatching technicians to emergencies.
  • Calling customers to notify them the technician is on the way.
  • Assisting technicians with purchase orders.

SCHEDULE: Monday–Friday, 7:30 AM – 4:30 PM
ADDITIONAL REQUIREMENTS: Participation in a rotational on-call schedule, including evenings and weekends, is required. Additional compensation is provided for on-call coverage.

QUALIFICATIONS:

• Minimum of 1 year of dispatch experience.
• Minimum of 3 years in other office work experience.
• Excellent verbal and written communication skills.
• Proficient skills Microsoft Office: Word, Excel, Outlook.
• Ability to work with all levels of management.
• Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Commitment to excellence and high standards.

COMPETENCIES:

• Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills--Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication--Speaks clearly in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Ethics--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support--Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Strategic Thinking--Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Identifies external threats and opportunities.
• Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Safety and Security--Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability--Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Initiative--Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation--Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand
• Frequently required to walk
• Continually required to sit
• Continually required to utilize hand and finger dexterity
• Occasionally required to climb, balance, bend, stoop, kneel or crawl
• Continually required to talk or hear
• Continually utilize visual sharpness to operate equipment, read technical information, and/or use a keyboard
• Occasionally required to lift/push/carry items less than 25 pounds
• Occasionally exposure to outside weather conditions