Dispatcher

Dispatcher

Answers calls via phone and email from customers requesting service. Obtains complete and accurate information on problem, location and billing. Creates work orders, gathers proper paperwork, and determines which employees to send on the work order. Schedules all daily work for assigned laborers. Communicates with laborers while they are in the field. Follows up with laborers after each call. Performs the highest level of customer excellence.

What You'll Do:

1. 60%: Answers customer phone calls and emails during normal working hours. Receive service requests from internal and external customers. Schedules Service Professionals workloads by utilizing GPS and prioritizing calls. Dispatch all calls in a timely manner. Capture all information from customers and create work orders by inputting information into dispatch software. Verify customer credit status (i.e. warranty, COD, Credit Hold) prior to scheduling a service call. Perform the highest level of customer excellence.
2. 15%: Accept/decline all service calls in customer portals. Update customer portals on status of services calls as needed (i.e. Cherwell, Verisae, Service Channel, etc.) for return trips, parts ordered, as well as any other pertinent information that may be needed.
3. 10%: Work with other divisions (Commercial/Construction/GC/Waste/Environmentaletc.) when needed to complete a service call.
4. 10%: Reviews tech assignments, service time, and other transportation data to ensure documentation, evaluate operations, and service improvements. Ensure dispatchers and techs are educated and compliant with all company regulations.
5. 5%: Other duties as assigned.
6. Working Hazards: Works in a seated position for extended periods of time.
7. Physical/Mental: Ability to perform light physical work, exerting up to 10 pounds of force on a frequent basis, performing such activities as grasping, lifting, reaching, crouching, and repetitive tasks. Continuous attention to numerical detail. Normal office environment.

What We're Looking For:

• Education: Requires a high school diploma.
• Experience: 2-4 years of experience in the field or in a related area.
• Licenses/Certifications: None.
• Technical Abilities: Familiar with standard concepts, practices, and procedures within a particular field. Experience with Microsoft SharePoint, Microsoft Office Suite of products. Excellent communication skills both verbal and written. Customer service and/or call center experience. Organizational skills and problem solving. Must be able to work on multiple tasks and make quick, smart decisions.
• Autonomy/Direction: Relies on limited experience and judgment to plan and accomplish goals. Performs a variety of tasks. Works under general supervision. A certain degree of creativity and latitude is required. Typically reports to a supervisor or manager.
• Tools and Equipment: Ability to accomplish the duties described through the use of appropriate computer and general office equipment. Works with typical accounting systems. Works with Microsoft Office 365 and SharePoint.

Why Choose OWL Services?

• Competitive Pay
• Paid Time Off including Vacation Time, Sick Days, Personal Days, and Holidays
• Health, Dental, and Vision Insurance with optional offerings of HSA and FSA
• 401k with Company Match
• Tuition Reimbursement
• Free Employee Assistance Program (EAP) and Wellness Program

This job description is intended to describe the general nature and level of work being performed by the person assigned to this position. Principal duties and responsibilities are intended to describe those functions that are essential to the performance of this job, and "other" duties and responsibilities include those that are considered incidental or secondary to the overall purpose of this job.

This job description does not state or imply that the above are the only duties and responsibilities assigned to this position. Employees holding this position will be required to perform any other job-related duties as requested by management. All requirements are subject to possible modification to reasonably accommodate individuals with a disability.

Requisition #3928

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