Dispatcher

General Job Description:

Under the direct supervision of the Business Process Manager, this position is the primary interface with the field technicians. This position will maintain an accurate scheduling system to monitor call status in real time. This position will also be responsible for reviewing open jobs to confirm why the job has not been - Review payroll to verify it is complete and ready for posting.

Supervises: none

Essential Duties & Responsibilities:

• Monitor work orders from customer service representatives regarding service requests and dispatch technicians accordingly.
• Monitor branch emails and forward all service call requests to Sacramento CSR (during normal business hours) or handle them completely if after hours.
• Ensure service calls are being dispatched to the correct technician in a timely manner.
• Provide customers with updates and estimated time of technician(s) arrival.
• Update portals with service call information and assign technicians.
• Create work orders in the IFS System for sales approved quotes and dispatch to the field technicians.
• Monitor and follow up on outstanding service calls using IFS Schedule Board: work orders: Review open appointments to determine why they have not been dispatched. Review dispatched appointments to determine why they have not been accepted. Review declined appointments to determine if they were dispatched to another technician. Clean-up or delete appointments as necessary.
• Payroll entry: Review and adjust payroll entries as needed. All payrolls must be reviewed and completed by 9am daily.
• Close maintenance work orders in IFS when they meet all criteria for closure.
• Tech Time: After hours dispatchers will review emails from the Technicians and make adjusting payroll entries as requested.
• Any other duties and responsibilities as assigned By the Business Process Manager.

Position Requirements (Skills, Work Experience, Education, Certifications, Licenses, etc.):

• Ability to handle multiple phone lines in a hectic, fast paced environment.
• Detailed orientated, ability to multitask and possesses great organizational skills.
• Must be able to utilize a headset and computer terminal and navigate through multiple systems to input and retrieve information.
• 1-2 years data entry and call center experience.
• Comfortable with Microsoft Windows environment including Excel and Word.
• Excellent writing and verbal communication skills.
• A driven self-starter with a strong work ethic that can take the lead on initiatives and follow-through on commitments.
• Very organized with demonstrated ability to multitask.

ACCO Competencies

• Proactivity / Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one's level/position and with minimal supervision.
• Perseverance: Shows the wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.
• Insight: The ability to gather and make sense of information that suggests new possibilities.
• Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.
• Teamwork: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.
• Big Picture: Understands and contributes to organizations' short- and long-term business strategy. On a personal level has independently developed a vision for short- and long-term career success.
• Motivation / Dedication: Commits to excellence in pursuing unselfish goals. Initiates action with collective goals, takes responsibility, and shows personal humility.
• Technical Curiosity / Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feed, back; demonstrating an openness to learning and change.
• Problem-Solver: Ability to identify, analyze, and solve a problem in support of personal, group, department, or organizational objectives.

Physical Requirements:

(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The employee may regularly lift and /or move up to 10 pounds, and occasionally lift and/or move up to 30 pounds.
• Specific vision abilities required by this job include Close vision and Distance vision.
• While performing the duties of this Job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is regularly required to walk and sit; climb or balance and stoop, kneel, crouch, or crawl (for purposes of assisting with project job walks and site inspections).
• The employee is occasionally required to reach above shoulder height to access storage cabinets and shelves.

Hours:

This is a non-exempt position. Workdays are scheduled from Monday through Friday. Typically, work hours begin and end between 7:00 am and 5:00 pm as scheduled with the position's supervisor, with a minimum thirty-minute and maximum one-hour break for lunch, and two rest breaks. Occasional overtime may be necessary per business needs.

Travel:

0 -5% of the time to and from the primary office to regional branch offices.

Competitive Wages:

$20.91 hour - $30.00 hour. Applicants please note that actual compensation is determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location, among others. The offered wage or salary is only one aspect of an employee's total compensation.

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