Service Dispatcher

Modern Companies; Cedar Rapids (IA); On-site; USD 35,000 - 50,000; Full time

Job summary

Modern Companies is seeking a knowledgeable Dispatcher to ensure service delivery and maintain schedules effectively. This role requires exceptional organizational skills, problem-solving abilities, and strong communication skills. Candidates should possess a High School Diploma and be capable of handling a demanding workload in a fast-paced environment.

Qualifications

• Exceptional customer service skills required.
• Strong understanding of computer functions including Microsoft Word and Excel.
• High School Diploma or Equivalent needed.

Responsibilities

• Maintain work schedules for service representatives.
• Provide logistical support to maximize output.
• Dispatch personnel and equipment per customer needs.

Skills

Customer Service

Time Management

Critical Thinking

Problem-Solving

Communication

Education

High School Diploma or Equivalent

Tools

Microsoft Word

Microsoft Excel

Proprietary Software

Job description

A Dispatcher effectively maintains work schedules for service representatives and ensures that customer commitments are met. A Dispatcher upholds the company’s core values of integrity, service, leadership, empowerment, and innovation while demonstrating a dedicated and results-driven work ethic.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provide logistical support to the field to ensure maximum output per labor-hour

Qualify every request for service to establish maximum response time requirements

Communicate schedules and resolutions to customers

Inform service manager of work progress, customer relations, field personnel relations, material administration, and other matters affecting service operations

Advise service manager of customer complaints to expedite resolutions to maintain relationships

Dispatch service personnel to satisfy customer problems based on skills, nature of problems, location of problem and location of personnel

Maintain understanding of mechanical systems in order to make appropriate decisions in scheduling all types of work

Understand geographical layouts to make logical decisions concerning reassignment for spot calls and scheduled work assignments

Provide effective work schedules for field personnel to maximize use of skills while meeting customer needs and providing contingency time for emergency calls in a cost-effective manner

Maintain awareness of field activities and mechanical systems to ask appropriate questions and gather information for the cost-effective dispatching of appropriate personnel, tools, and other equipment

Build rapport and productive working relationships with customers, vendors, and other outside contacts

Dispatch personnel and equipment in accordance with applicable contractual agreements

Display complete understanding of components of the standard contractual agreements including services provided and terms and conditions

Audit service reports weekly in accordance with established procedures

Maintain awareness of high-risk customers (i.e. based on credit) and obtain approval from service manager prior to authorizing service

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

The ability to provide exceptional customer service

Retain up-to-date knowledge regarding equipment and concepts

Capable of handling a heavy workload of calls

Strong understanding of computer functions including Microsoft Word, Excel, and other Proprietary Software

Effective written and verbal communication skills, both professional and interpersonal

The ability to work both independently and within a team

A responsible, organized, and detail-oriented mindset

Refined time management skills and the ability to multi-task

Advanced critical thinking and problem-solving skills

WORK ENVIRONMENT CONSIDERATIONS

Ability to sit or stand for extended periods of time

Must be able to work in high-pressure situations facing strict deadlines. Extended shifts may be necessary, and hours may exceed 40 per week to perform duties effectively

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position

QUALIFICATIONS AND EDUCATION REQUIREMENTS

High School Diploma or Equivalent

AAP/ EEO STATEMENT

At Modern Companies Inc., we understand that every employee is different in his or her own way. We support and thrive off those differences. We do not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, retaliation, military status, or other non-merit factors. Modern Companies Inc. is a proud Equal Opportunity workplace and Affirmative Action employer.