Dispatcher

Job Description

Job Description

We are seeking a highly organized and adaptable Dispatcher to join our team in Green, Ohio. In this pivotal role, you will coordinate service operations, ensure customer satisfaction, and provide critical support to field technicians. This position offers an excellent opportunity for growth in communication and organizational skills while contributing to the success of a dynamic team within the security industry.

Key Responsibilities :

• Customer Communication :  Serve as the first point of contact for customers, gathering and clarifying service needs, addressing specific requests or exceptions, and maintaining a high level of satisfaction.
• Routing Optimization :  Use automated routing systems during peak service times to optimize delivery efficiency.
• Support Field Technicians :  Assist the service intake team by managing calls and inquiries from field technicians to ensure seamless operations.
• Team Collaboration :  Work closely with service managers and technicians, leveraging collaboration tools like Microsoft Teams and Outlook to meet operational goals.
• Record Management :  Maintain accurate, detailed records using ticketing systems such as Solomon and Astea, ensuring all service requests are tracked and fulfilled effectively.
• Software Adaptation :  Adapt quickly to new software or systems to enhance operational processes and improve overall efficiency.
• Task Prioritization :  Efficiently balance urgent customer demands and competing responsibilities while adhering to deadlines.
• Professional Conduct under Pressure :  Perform under pressure with professionalism, collaborating with a variety of personalities to resolve conflicts effectively.
• At least 1 year of experience in a dispatcher or customer service role.
• Proficiency with computer programs, including CRM systems and ticketing software.
• Strong skills in handling inbound calls and assisting customers with their inquiries.
• Experience in dispatching and coordinating field operations.
• Ability to effectively manage multiple tasks and meet deadlines in a fast-paced environment.
• Excellent communication and collaboration skills to work with diverse teams.
• High level of attention to detail and accuracy in maintaining records.
• Adaptability to learn and use new technologies or systems as needed.