Senior Dispatcher: Field Tech Scheduling & Customer Care

Engineering Excellence; Leesport (Berks County); On-site; USD 42,000 - 56,000; Full time

Job summary

Engineering Excellence is seeking a Dispatcher to coordinate daily scheduling and dispatch field technicians to job sites, acting as the main contact between customers and field staff. The role requires strong multitasking, excellent customer service, and proficiency with dispatching software to prioritize urgent requests and maintain service level agreements.

Responsibilities include handling calls, updating records, guiding technicians, and ensuring timely service while maintaining CPI

Qualifications

• High school diploma or equivalent with 1-year experience working in dispatch or another coordinating environment.
• Experience or training the use of computers and related systems in an administrative office environment.
• Must be able to multi-task and work effectively in fast-paced and constantly changing work environment.
• Excellent customer-service, communication, and interpersonal skills.
• Ability to communicate with a diverse customer population.
• Ability to work effectively in both a team and an independent environment.
• Ability to make decisions based on established guidelines and procedures.
• Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence.
• Effective organizational and time-management skills.
• An understanding and knowledge of the HVAC/Refrigeration Industry is an asset

Responsibilities

• Answers incoming phone calls from customers and assists call or routes call to appropriate person.
• Maintains good customer relations and ensures that all calls meet Service Experts’ standards.
• Receive and prioritize incoming service requests from customers, carefully documenting details related to the issue and location.
• Utilize dispatching software to efficiently schedule and assign field technicians to job sites based on their availability, skill set, proximity to the location, and service call priority.
• Monitor technicians’ schedules and job progress throughout the day, making necessary adjustments and reassignments to maximize productivity and ensure timely service.
• Act as the main point of contact between customers and field staff, providing updates on technician arrival times, service status, and addressing any customer inquiries or concerns.
• Maintains customer records by updating account information
• Adheres to CPI compliance regulations when taking payments over the phone
• Updates capacity planner whenever calls or booked, rescheduled or cancelled
• Continually maintains working knowledge of all company products, services, and promotions
• Reliable attendance and on-time job performance

Skills

Multitasking

Customer service

Dispatch software

Communication

Teamwork

Education

High School diploma or equivalent

Job description

Engineering Excellence is seeking a Dispatcher to coordinate daily scheduling and dispatch field technicians to job sites, acting as the main contact between customers and field staff. The role requires strong multitasking, excellent customer service, and proficiency with dispatching software to prioritize urgent requests and maintain service level agreements.

Responsibilities include handling calls, updating records, guiding technicians, and ensuring timely service while maintaining CPI