Administrator - Dispatcher
On-siteFresno, California, United States
Fresno, California, United StatesOn-siteFull TimeMedium
Full TimeMedium
Job Summary
Take incoming customer calls, schedule and coordinate service calls, and create dispatch work orders to assign the proper technicians. Track and monitor field technicians to determine availability, enter service calls into the computer system, and update progress accurately. Follow up on pending repairs with customers, assist with billing issues, and review daily reports to audit filters. Maintain the dispatch board and forecast workload while organizing and monitoring the FX service system. This role supports the Service Manager and Operations Manager in a fast-paced environment requiring strong communication skills and accurate data entry.
Required Qualifications
- Minimum of 5 years' experience in customer service
- Completed High School diploma or equivalent
- Required: High school Diploma
- Must pass background screening
- Geographical knowledge of service area a must
- Type at least 40-60 wpm
- Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience
- Ability to work and deal diplomatically with all levels of Company personnel
- Ability to Prioritize
- Meet deadlines and remain calm under pressure
- Ability to work independently, calmly and efficiently
- Thrive in a fast-paced environment and handle multiple tasks efficiently
- Detailed Oriented
- Advanced customer service skills
- Strong Organization and Communication Skills
- Excellent verbal, written skills and computer skills
- Strong people and customer service skills in a professional setting proven from past experience and references
- Experience in matching the correct tier level technician to customer service need(s)
- Experience in tracking and communication with field technicians to determine availability for service calls
- Passionate about accurate data entry of service calls into computer systems with a high level of ownership and 'self-accountability'
- Effectively lead in organizing, monitoring, and maintaining the FX service system and all of its filters before going home each day
- Proficient in communications both verbal and written
- Safety Focus
- Judgement and Decision Making
- Ability to work in a fast-paced environment and handle multiple tasks efficiently
- Ability to gather appropriate information from customer phone calls and assign the proper technician(s) to respond to customer service requests
- Track and monitor field technicians to determine availability to respond to service requests
- Enter service calls into computer system and update progress accurately and on a timely basis
- Follow up on all pending and recommended repairs work with customer
- Provide support to Service Manager and/ or Operation Manager and provide additional office support as necessary
- Assist with resolving billing issues with the Billing Admin and/ or accounting department as needed
- Reviewing daily reports to audit filters in our existing service program
- Work to collect PO's in a timely manner, or anything else required to support billing
- Must be able to lift files, open filing cabinets, bend or stand on a stool, climb stairs, and prepare training and meeting rooms/spaces as necessary
- This is a full-time position
- Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m.
- This position regularly requires long hours and occasional travel work as job duties demand
- Travel is not expected
Desired Qualifications
- Two years of technical school, community college or trade school is a plus
- Computer knowledge a plus
- Strong Microsoft skills and knowledge, Excel (Field Centrix or Solomon a plus) or other dispatching software experience and knowledge
- Knowledge of industry is recommended
- Desired: AA/BA/BS/MA degree in Communication, Project Management, or related field, or 2 years related experience
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