Job Description:  Dispatch Success Representative

Reports to:  Customer Success Manager

Our Dispatch Success Representative is responsible for maintaining the Plumbing and HVAC dispatch schedule boards and the dispatching of technicians; while following and maintaining company response times for general service and emergency repair appointments in a professional manner.  They follow up on service orders and appointments through completion and communicates customer and technician needs to Service Manager and other Company personnel as appropriate.  They assist with answering customer calls and creating work orders when necessary.  All responsibilities are carried out while in alignment with and promoting the mission and spirit of the company.

At Crisafulli Bros. our goal is to make each customer an ADVOCATE, a customer who will speak highly of us and recommend us to family, friends and neighbors.  In order to accomplish this, we must form a relationship with our customers- a relationship where the customer feels appreciated and listened to, while their needs are met each and every time they interact with Crisafulli Bros.

The following reflects Management’s definition of essential functions for this position but does not restrict the tasks that may be assigned.  Management may assign or reassign duties and responsibilities to this position as deemed necessary.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Maintain a clear understanding of scope of work to be completed daily and the labor needs necessary to accomplish it
• Dispatch service appointments to technicians in a timely, friendly and professional manner
• Strategically dispatch first call of day in relation to technicians home and throughout day base call assignments on technicians level of knowledge and expertise while capitalizing on shortest possible distance between calls
• Verify if call is complete and collected, was a survey card left and was the customer asked if there was anything else they needed; before assigning next call
• Build and maintain a positive working relationships with all technicians by providing prompt, thorough and accurate information to them with each interaction
• Maintain a working knowledge of products and/or services and provide appropriate answers and information to technicians as needed
• Communicate inability to meet customer commitments and determine when a customer’s needs require escalation to the Service Manager or other applicable staff members immediately
• Effectively communicate technician issues and concerns to Service Manager or other applicable staff members immediately
• Monitor incomplete work orders by tracking parts on order or labor needed to complete service call at first available opportunity
• Answer customer service calls in a friendly, helpful and professional manner utilizing company provided phone script as needed
• Schedule service appointments meeting both the needs of the customer and the availability of manpower as needed
• Verify customer information for accuracy each time an order is created
• Explain pricing structure and payment terms to customers
• Document all contact, actions, and responses in customer notes
• Accurately and with attention to detail; compile, collate and route service related paperwork daily
• Maintain a neat and organized desk and file system
• Interact with co workers in person, over the phone and electronically in a courteous professional manner
• Prepare reports and correspondence as needed
• Performs other duties as assigned by supervisor

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• One to three years’ related experience and/or training in dispatching and/or customer service in a service industry or equivalent combination of education and experience
• Knowledge of industry is recommended but not required
• High School Diploma or Equivalent
• Proficient computer skills; Microsoft Outlook, Word and Excel as well as standard office equipment such as printer, scanner, copier and fax machines
• Ability to multi-task and be well-organized; able to manage priorities and workflow
• Excellent verbal and written communication skills
• Commitment to excellence and high standards
• Ability to work independently and as a team member
• Ability to understand and follow written and verbal instructions
• Acute attention to detail
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Ability to perform diversified clerical functions
• Ability to effectively communicate with people at all levels and from various backgrounds.
• Excellent customer service skills

LANGUAGE AND MATHEMATICAL SKILLS

Must be able to speak, read, write, and understand the primary language(s) used in the workplace.  Ability to read, analyze, and interprets general business information. Ability to write business correspondence and effectively present information and respond to questions from managers, coworkers, customers, and the general public.   Calculate figures and amounts such as interest, percentages, service and material total costs; prepare invoices, time sheets and proposals. Must be capable of applying sound business judgment to all decisions. 

REASONING ABILITY

Strong ability to solve practical problems in a relatively short amount of time and have the ability to follow instructions furnished in written or oral form

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Individuals may need to sit or stand as needed; the ability to sit for prolonged periods is required.  May require walking primarily on a level surface periodically throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day. Proper lifting techniques required.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

For the most part ambient room temperatures, lighting and traditional office equipment as found in a typical office environment.  A good percentage of work time is spent on job sites gathering information at which time one may encounter walking on uneven surfaces, tight spaces or where temperatures are cool in the winter and warm in the summer, and noise level can be moderate to high.

COMPENSATION

$35,000-$75,000/year