Service Dispatcher

JOB DESCRIPTION

Purpose and Scope

The Service Dispatch is responsible for having Service technicians where they need to be, when they need to be there, with the correct information to complete their job. The Service Dispatch is also responsible for communicating to customers when the service technicians will be there. Achieving both of these responsibilities will help BBI carry out our mission and vision stated at the top of this form.

Schedule

Normal Work Schedule

The hours and days of work are as needed. Hours may be changed (increased or decreased) by Blauch Brother’s Inc. management as required. Typically, this position will require between 40-45 hours a week.

This will typically be a Monday through Friday role, working five 8-9 hour days.

Preferred work hours are 6:45 AM – 4:30 PM Monday through Thursday and 6:45 AM-4:00 PM on Fridays with a one hour lunch each day.

Responsibilities

Daily

Responsible to respond to emergency and non-emergency service calls placed by customers
Responsible to direct technicians to the correct service call as calls come in throughout the day
Responsible to have the next day schedule completed and communicated to Techs by 3PM each day
Responsible to dispatch Service Techs from home to first call
Responsible to review open work order report in Sage and schedule outstanding jobs
Administer and enter all the online submissions from our customers
- Online submissions come through BBI website and Yelp
Administer and enter all outstanding service calls from the call center from the prior day
Responsible to achieve excellent customer service by answering the phone within 3 rings and maintain conversations to a 60-90 second window.
Communicate with customers at least a day before service call to confirm schedule
Communicate schedule changes with customers in a timely manner.
Responsible to schedule quoted jobs within a week of all parts and/or equipment arriving
Verify, round, and reconcile hours worked for all the techs (payroll)
- May need to add and adjust time for travel when applicable
The writing, entry, and tracking of purchase orders and/or requisitions for truck stock and tool accounts
Collaborate with owners, vendors, project managers, engineers and others as needed.
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 people

Quarterly

Review department OKR’s and quantified outcomes that are applicable to your role.
Create Service on-call schedule

Annually

Participate in annual review

Generally

Schedule trainings for techs and supervisors (Safety meetings, technical training, team meetings, etc.)
Schedule Service Dept. vehicles, service needs as they are brought up (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 Service General Manager.

Organizational Relationship

Service Dispatch reports to Blauch Brothers, Inc. Service General Manager.
Service Dispatch does not supervise man power

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
- 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 tactful way
Positive relationship management
Skilled listener

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

Additional Requirements

Valid Virginia Driver’s License required along with an acceptable driving record as defined by our insurer, must have/pass acceptable criminal background check

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. Must be able to climb ladder, use lifts, and work at heights. 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.

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