The Front Desk Dispatcher will be the first point of contact for our clients, responsible for answering incoming calls, creating service tickets, and dispatching field technicians to ensure timely and efficient resolution of client requests. This role requires excellent communication skills, strong organizational abilities, and a customer-focused mindset to support our field operations and maintain high service standards.
Key Responsibilities
- Answer Incoming Calls: Handle all incoming customer calls promptly and professionally, addressing inquiries, scheduling services, and resolving basic issues or escalating as needed.
- Ticket Creation: Accurately create and manage service tickets in our system, ensuring all relevant details (e.g., customer information, issue description, urgency) are documented.
- Dispatch Field Technicians: Assign and dispatch field technicians to service calls based on availability, location, and skill set, optimizing schedules for efficiency.
- Communication Liaison: Act as the primary point of contact between customers and field technicians, providing updates on service status and ensuring clear communication.
- Customer Service: Deliver exceptional customer service by addressing client concerns with empathy and professionalism, ensuring a positive experience.
- Record Keeping: Maintain accurate records of calls, tickets, and dispatch activities, ensuring all data is up-to-date in the company’s CRM or ticketing system.
- Team Collaboration: Work closely with field technicians and management to coordinate schedules, resolve conflicts, and ensure timely service delivery.
Qualifications
- Education: High school diploma or equivalent; additional certifications in office administration or customer service are a plus.
- Experience: 1-2 years of experience in a customer service, dispatching, or administrative role (experience in commercial service industry is preferred but not required).
- Skills:
- Excellent verbal and written communication skills.
- Strong organizational and multitasking abilities.
- Proficiency with ticketing systems, CRM software, or dispatch tools.
- Basic computer skills, including Microsoft Office or Google Workspace.
- Ability to prioritize tasks in a fast-paced environment.
- Personal Attributes:
- Customer-focused with a professional and friendly demeanor.
- Detail-oriented with a proactive approach to problem-solving.
- Ability to remain calm under pressure and handle challenging customer interactions.
Preferred Qualifications
- Familiarity with coordination and communications with Customers.
- Experience with dispatching software or GPS tracking tools for field technicians.
Benefits
- Competitive salary and benefits package.
- Paid time off and holidays after 1 year.
- Opportunities for professional growth and development.
- Supportive team environment with a focus on collaboration.
Job Type: Full-time
Pay: $18.00 - $22.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Paid time off
Work Location: In person