JOB SUMMARY:

• Attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource.
• The Dispatcher reports to the Technical Support Supervisor.

ESSENTIAL JOB FUNCTIONS:

The Dispatcher is accountable for the following functions:

• Responsible for the coordination of work routes for the Technicians and Installers.
• Scheduling and completes service work orders.
• Maintaining radio/phone communications with all field personnel in accordance with FCC, state and company standards.
• Reporting the utilization of Support resources and successful completion of service requests to the Service Desk Manager.
• Monitoring resource schedules to ensure prompt time entry on service requests.
• Communicating with CSRs, Technicians and Installers to create organized work flow.
• Resolving customer problems over the telephone.
• Tracking and organizes Technician and Installer paperwork; providing administrative support to Technical Department, prepare reports, other duties as assigned.
• Improving customer service, perception, and satisfaction
• Escalating service requests that cannot be scheduled within agreed service levels
• Entering all work as service tickets
• Commitment to quality customer satisfaction.
• Other duties as assigned.

JOB REQUIREMENTS

Education and Experience

• High School diploma, G.E.D., or equivalent combination of training and/or experience required
• Professional verbal communication and telephone skills.
• Ability to carry out detailed tasks with accurate results.
• Strong external/internal customer satisfaction focus with sound judgement.
• Basic computer skills including internet (email, web browsers), Windows and MS Office.
• Two-way radio experience.
• Strong oral and written communications skills, good organizational skills and team orientation required.
• Must be reliable and able to work non-traditional office hours.
• Attendance and punctuality are both essential functions of this position.
• Must be able to pass a background check and drug screen.

PHYSICAL DEMANDS

May include walking, kneeling, standing, stooping, sitting, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers.

WORKING CONDITIONS

Dispatcher is a non-exempt hourly position.

• Office /Call Center Environment
• Overtime is required and must be approved in advance by the supervisor.
• Lunch and dinner breaks are assigned daily.
• The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
• The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.

USE OF COMPANY RESOURCES, EQUIPMENT AND CONFIDENTIAL INFORMATION

Company resources, equipment, and information are provided to employees to facilitate work.  They may not be used for purposes other than work without proper authorization.  Any unauthorized use of Company resources, equipment, or information is strictly prohibited.  Any unauthorized use of customer data or any other company information gained via any company resource is a breach of confidentiality and is strictly prohibited.  Any unauthorized use of company resources, equipment information, and/or breaches of confidentiality may be cause for termination of employment.

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job.  They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

I am in receipt of a copy of this job description.  I understand my supervisor’s explanation of what is expected of me in this position and of each of my questions regarding my job responsibilities.  By signing this document, I agree to work towards the successful achievement of the above tasks.