Dispatcher

Job Description

Job Description

We are looking for an experienced Dispatcher to join our team on a long-term contract basis in Newport News, Virginia. In this role, you will manage service calls, coordinate technician schedules, and ensure customer needs are addressed efficiently and professionally. This position requires strong organizational skills, excellent communication abilities, and a commitment to maintaining high standards of customer service.

Responsibilities:
• Receive and dispatch service calls, ensuring a maximum two-hour response time and scheduling all requests within 24 hours.
• Conduct end-of-day follow-ups with customers regarding unscheduled service requests.
• Collaborate with the sales team to coordinate technician schedules for surveys related to potential new business.
• Create and manage work orders, verifying customer information and ensuring accurate cost coding for billing purposes.
• Maintain ongoing communication with customers, providing updates on technician status and addressing concerns promptly.
• Monitor technician locations during working hours and keep the dispatch board updated regularly.
• Schedule service and warranty/start-up requests, assigning technicians based on call specifics, skill level, and urgency.
• Follow up on unresolved items, such as rescheduling, to ensure timely resolution.
• Perform weekly reviews of open calls and validate that all calls are assigned and scheduled appropriately.
• Update customer portals as needed and take immediate action to resolve any customer concerns, involving other team members or supervisors when required.• Minimum of 3 years of experience in dispatching or a related field.
• Strong customer service skills with experience in call center environments.
• Proficiency in computer-aided dispatch systems and logistics coordination.
• Familiarity with creating and managing work orders accurately.
• Excellent organizational and time-management abilities.
• Ability to communicate professionally and patiently with customers and team members.
• Knowledge of technician skill sets and scheduling best practices.
• Comfortable working in a fast-paced environment and resolving challenges efficiently.