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The key responsibilities of this position are to attend to the needs of customers, co-ordinate the daily activities of service technicians and process/document work orders and invoices. The main activities and competencies of this position are as follows:
Activities:
Answering in-coming customer calls and responding to customer messages
Responding to customer enquiries (services performed, fees/rates, etc)
Maintaining the service department office/reception area
Coordinating all service calls, including:
Creating/updating customer information
Creating work orders and scheduling service trips
Dispatching work order/trip information to service technicians
Debriefing service technicians after every trip
Resolving incomplete work orders (ie ordering materials/parts, scheduling return trips, etc)
Documenting completed work; closing completed trips and/or work orders
Preparing invoices
Processing customer payments
Coordinating the dispatch schedule, including:
Forecasting workload, at least 3 days in advance, and scheduling trips accordingly
Updating the schedule for service technician absences (vacation, training, etc)
Maintaining the On Call schedule
Coordinating and maintaining maintenance contracts/agreements, including:
Processing renewals
Scheduling trips, in accordance with the terms of the contract/agreement
Following-up with customers regarding pending/recommended work
Processing warranty claims and facilitating the return of parts under warranty
Reviewing paperwork remitted by service technicians for completeness and accuracy (daily timecards, work orders/invoices, packing slips/vendor invoices, warranty paperwork)
Filing service related materials (work orders, invoices, warranty claims, etc)
Essential Skills
- Working with others
Additional Skills
- Ensure accuracy of completed time sheets, payroll and other summaries
- Monitor personnel workloads and locations
- Provide customer service
Work Setting
- Construction
- Repair and maintenance services
Work Location Information
- Urban area
Work Conditions and Physical Capabilities
- Attention to detail
Dispatcher Specific Skills
- Process and transmit information and instructions
- Operate computer-aided communications and dispatching equipment
- Maintain operator work records
- Dispatch personnel according to schedules and work orders
- Act as liaison between customers and drivers
- Keep track of shipments
- Follow-up on issues with work orders
Business Equipment and Computer Applications
- Dispatch management service software
- Monitoring and tracking software
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