Des Moines, Iowa
Dispatcher Job Opening in Des Moines, Iowa - JOB TITLE: DISPATCHER
REPORTS TO: Office Manager
PROMOTED FROM: Entry-level
PROMOTIONAL OBJECTIVE: Operations Director
POSITION OVERVIEW:
The Dispatcher?s primary responsibility is to ensure the efficient operation of the business while maintaining the highest level of customer satisfaction and loyalty. The critical responsibilities of this role include communicating with customers about the status of projects, managing the schedules of the service team, reviewing and processing technicians? service tickets, and performing basic bookkeeping functions including invoicing customers, managing company inventories and accounting for technician time tracking.
The Dispatcher also serves as a back-up to the Customer Service Representative (CSR), answering incoming customer calls and working to recover all possible lost calls.
This position works under the supervision of the Office Manager.
This job is performed during regular work hours with periods of time spent ?on call? depending on customer demands and call rotation, with evening hours 1-2 nights per week.
RESPONSIBILITIES:
The Dispatcher oversees the operations of the company, including:
Manage service schedule and orchestrate the dispatching of all job calls to achieve maximum utilization of technician labor ensuring a minimum of 80% billable hours, without compromising client satisfaction.
Work closely with the inventory manager for the most efficient delivery of parts to the technicians, making every effort to keep the technicians on the job.
Ensure that each technician is achieving the recommended number of service calls per day and notify the service manager immediately if the call volume is not sufficient to keep all technicians busy.
Collect and organize initial and continued job call information including up to date project status.
Be responsible for monitoring and recording technician?s daily activities to ensure accuracy and efficiency of billable hours.
Debrief technicians after each and every call, verifying that service tickets have been completed and payment collected.
Complete all service tickets with 100% accuracy.
Perform basic bookkeeping tasks including management of Accounts Payable, Accounts Receivable, payroll and company held inventory.
Assemble and report Kept Promise Indicator (KPI) scores on a daily basis, including the number of calls run, average sale amount, closing ratios and customer renewal percentages.
Prepare reports of KPIs for review by management that indicates disruptions, outliers or extremes.
Propel company image and positive customer perception through continual client follow up, maintaining a Net Promoter Score (NPS) of 80 or above.
POSITION REQUIREMENTS:
EDUCATION: High school graduate, holder of G.E.D. or equivalent training
EXPERIENCE: Not required
WORKING CONDITIONS:
Able to work eight hours per day, 40 hours per week and overtime on nights and weekends as required
SKILLS:
Highly developed communication skills, including the ability to record and communicate all required information to the shop and other team members.
Highly developed logistical skills, including the ability to coordinate, track and manage numerous technician schedules and customer deadline, including the ability to see and anticipate potential bottlenecks and conflicts.
High attention to detail including the ability to maintain 100% accuracy of invoices.
Willingness to coach, guide and direct technicians as required to ensure that they are performing their schedules as intended and required.
Job Type: Full-time
Salary: $30,000.00 to $40,000.00 /year
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