Dispatch Coordinator

Socket.dev; Raleigh (NC); On-site; USD 38,000 - 52,000; Full time

Job summary

Socket.dev is seeking a Dispatch Coordinator to manage work orders and coordinate field technicians for onsite support. The role involves using multiple software platforms, communicating updates to customers and managers, and acting as the main escalation point for dispatch issues.

The ideal candidate will have at least two years in a call center, strong time-management, and proficiency with Microsoft Office. This is an on-site position in a fast-paced environment.

Qualifications

• Two years of call center experience
• Proficiency with Microsoft Office products
• Must pass drug screen and background check

Responsibilities

• Access multiple software platforms to locate qualified technicians for onsite tech support.
• Communicate status and changes to customers and managers.
• Act as the primary escalation point for dispatch related issues.
• Manage field tech ETAs.
• Ensure all issues are resolved and resolution notes are comprehensive.
• Coordinate return visits for incomplete jobs.
• Submit part orders and ensure work orders reflect orders.
• Manage incoming calls from techs and customers.

Skills

Professional phone skills

Outgoing personality

High energy

Flexible

Positive attitude

Work under pressure

Tools

Microsoft Office

Job description

JOB DESCRIPTION

Dispatch Coordinators are responsible for all aspects of processing and assigning work orders to technicians in the field. Dispatch Coordinators provide support for field technicians and are responsible for managing and updating open work orders, and relay information accurately to Field Technicians and Field Managers.

Essential Job Duties

• Access multiple software platforms to locate qualified technicians for onsite tech support
• Communicate status and changes to customers and managers
• Act as the primary escalation point for dispatch related issues
• Manage field tech ETAs
• Ensure all issues are resolved and resolution notes are comprehensive
• Coordinate return visits for incomplete jobs
• Submit part orders and ensure work orders are updated to reflect orders
• Manage incoming calls from techs and customers

Non-Essential Job Duties

• Ensure cubicle and personal space is organized and clean
• Monitor Dispatch wall boards and report unresolved issues to Dispatch Leads

Qualifications/Basic Job Requirements

• Time management skills
• Drug Screen and Background Check

Success Factors:

• Professional phone skills
• Outgoing personality; high energy; flexible
• Positive attitude and desire to work hard while having fun on a team
• Ability to perform well under pressure in a fast-paced environment

  Education and Experience

  • Minimum two years of experience with Call Center
  • Proficiency using Microsoft products

  Working Conditions

  Dispatch Coordinators work in an indoor open cubicle/office environment

  Physical Demands

  Dispatch Coordinators should be able to work seated at a desk and operate a keyboard and mouse.
  Minimal lifting up to 25 pounds.

  Supervisory Responsibilities

  Dispatch Coordinators do not operate in a supervisory role.

  Job descriptions are dynamic and frequently modified. Other duties and responsibilities may be assigned at any given time as both the business dictates and the functions of the job change.

  Employee ____________________________________________ Date: ____________________