JOB DESCRIPTION

Service Dispatch 

Purpose and Scope 

Service Dispatch is responsible for having service technicians where they need to be, when they need 
to be there, with the correct information and resources to complete their job.  Service Dispatch is responsible for 
communicating with customers to coordinate service requests, handle concerns/complaints, address billing issues, collect 
and maintain detailed records, collaborate both professionally and assertively with service staff and customers alike

Schedule

The workdays and hours are Monday through Friday 6:45AM – 4:30PM with a one hour lunch 
break. However, hours may be modified (increased or decreased) by Blauch Brother’s Inc. management based on work 
demand. Typically, this position requires 40-45 hours weekly. Fridays normally conclude at 4:00PM. 

Responsibilities

   Daily

  • Respond to emergency and non-emergency service calls placed by customers

  • Direct technicians to the correct service call as calls come in throughout the day

  • Plan/prepare “next day schedule” and communicate to techs by 3PM daily 

  • Dispatch service techs from home to first call of the day

  • Review open work order report in SAGE and schedule outstanding jobs

  • Administer and enter all online submissions from customers (website & YELP)

  • Administer and enter all outstanding call center service calls from the prior day

  • Achieve excellent customer service by answering the phone within 3 rings  (when feasible), and limit conversations in time necessary to address relevant customer 

  • concerns while remaining courteous and professional

  • Communicate with customers at least a day before service call to confirm schedule 

  • Communicate schedule changes with customers in a timely manner

  • Schedule quoted jobs within a week of all parts and/or equipment arriving 

  • Verify, round, and reconcile hours worked for all techs (payroll)

  • Generate, enter, and track purchase orders and/or requisitions for truck stock and tool accounts

  • Collaborate with owners, vendors, project managers, engineers and others   

  • Help verify work order completion notes and signatures

 

  Weekly

  • Maintain and schedule all PM agreements within the current month

  • Help keep weekly service key performance indicators (KPI’s) up to date 

  • Send weekly non-billable hours to appropriate personnel  

      

   Quarterly 

  • Review department OKR’s and quantified outcomes that are applicable to your role 

  • Create service on call schedule

   Annually

  • Participate in annual review & in the set up of Quantified outcomes 

   General 

  • Schedule trainings for techs and supervisors (safety meetings, technical training, team meetings, etc.) 

  • Schedule service vehicles and maintenance needs as required (scheduling PM, state inspections, repairs) 

  • Ensure all permits and inspections are pulled and/or schedule through Miss Utilities and municipalities   

  • Monitor job progress and offer assistance as needed

  • Provide clerical support for service department

  • Supports and participates in The Unified Group, trade and peer groups, through attendance at training events, communication via email and responding to other members

  • Research and recommend procedures in the continuous improvement of the 
    dispatch process

  • Comply with local, state and federal laws, ordinances and guidelines

  • Maintain current knowledge of industry trends

  • Ability to work overtime, holidays, flexible hours, weekends and travel as necessary to accommodate our customers’ needs

  • Perform any and all other duties assigned/requested by supervisor

Organizational Relationship 

  • Service Dispatch reports to Blauch Brothers, Inc. Service Billing & Dispatch Supervisor 

  • Service Dispatch is not responsible for directly supervising personnel resources although they will direct daily 
    activities of field technicians.

Competencies Required for the Role

   Managerial Competencies

  • Ability to time manage 

  • Strive to engage in every activity in such a way that aligns with Blauch Brothers mission to “Enrich Lives”

   Operational Competencies

  • Ability to meet deadlines in a fast-paced work environment 

  • Ability to multitask and be highly organized

  • Ability to execute decisions 

  • Ability to maintain consistency across multiple supervisors 

  • Ability to professionally respond and comprehend emergencies 
    o Example: Last minutes changes on the schedule 

   

   People Competencies

  • Ability to timely and accurately communicate across teams, with customers, and outside entities, with Blauch Brothers standards for professionalism and courtesy 

  • Willingness to push back, holds people accountable in a professional, tactful way

  • Positive relationship management 

  • Patience in dealing with adversity and difference of opinions/viewpoints

  • Skilled listener

  • Effectively deals with stressful situations free of emotion or personal bias

   Financial Competencies

  • Ability to use credit card payment software to accurately take payments

 

   Technical Competencies

  • Ability to fluently use Microsoft Office, Sage SSO, GPS Verizon Network

  • Must have high attention to detail

  • Ability to effectively use a multi-line phone system

Physical Requirements   

Must be able to perform basic tasks consistent with an office environment including but not limited to sitting at a desk for long periods of 
time, bending, crouching or kneeling to access files from ground level to 4.5 feet above the ground, pushing/pulling of file drawers, 
reaching in all directions and working at a computer and/or telephone for prolonged periods of time. The following capabilities are 
required but not limited to: able to see for purposes of reading instructions, labels and other printed matter; ability to operate computer 
hardware and peripheral devices; able to hear and understand speech at normal levels in person and/or on the telephone; able to 
communicate verbally so others will be able to clearly understand a normal conversation in person and/or on the telephone.

Additional Requirements

Valid Virginia driver's license required along with an acceptable driving record, as defined by our insurer. Must have or pass ana cceptabel criminal background check