Service Order Dispatcher

Service Order Dispatcher

PRIDE Industries is a fast-paced company with a mission: To Create Jobs for People with Disabilities while providing high quality, value-added solutions to our nationwide customers. We are currently recruiting to fill the following position:

Job: Service Order Dispatcher

Job Code: J54 - JB-Service Order Dispatch

SCA Occup: 01320 Service Order Dispatcher

Salary Grade: Federal Wage Determination or Collective Bargaining Agreement

FLSA Status: Non-Exempt

Approval Date: March 2017

Position Summary: Under general supervision a Service Order Dispatcher receives, records, and distributes work orders to service crews upon customers requests for service. The dispatcher records information, prepares work orders, schedules service, dispatches service crews, keeps a record of work orders and service calls, relays information to other departments, and communicates with the customer to ensure satisfactory service.

Typical Duties:

• Observe, receive, obtain, and document information from multiple sources, with focus on customer service
• Research complaints and recommend resolutions
• Translate oral information from the client accurately into work order software
• Identify, organize, plan, and prioritize requirements of maintenance and repairs
• Relay work orders, messages, and information to others by phone, 2-way radio, written form, e-mail, and in person
• Create, coordinate and track service orders to ensure work is authorized and meets time requirements
• Audit and maintain documents for accuracy and completeness
• Represent PRIDE to customers, public and other external sources
• Follow all safety rules
• May schedule maintenance service
• Performs other duties and projects as required

Minimum Qualifications:

• Computer literacy including skill to operate word processing, spreadsheet, Internet, and service order applications
• Ability to communicate effectively orally and in writing, and to respond to questions from vendors, customers, management, and others
• Ability to build effective working relationships with staff, customers, and others
• Follow organized, structured procedures to provide services to serve customer and identify best alternative solutions to problems
• Ability to compile, code, categorize, calculate and verify information with attention to accuracy and detail
• Ability to manage and accurately track resources and time, and adapt to changing work priorities

Education Requirements:

Not Applicable

Certificates or Licenses Required:

The following licenses or certificates may be required depending on local, state and/or contract requirements:

Valid Driver's License

Physical Requirements:

Employees must have the ability to perform the following physical demands for extended periods of time with or without assistance:

• Maneuvering to and around equipment
• Bending, stooping, and reaching
• Utilizing keyboard
• Monitoring computer systems
• May include viewing computer/CCTV monitor(s) and detailed work requiring close vision
• Moving or lifting boxes up to 25 pounds
• Answering/making phone calls
• Communicating with others

Work Environment:

Work is primarily performed at a customer's location in an office / shop environment with limited privacy and some exposure to background noise and/or noise from equipment. Transporting to locations with the work site may be required. Employees may also be exposed to extreme cold or heat.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. Employees are expected to follow their supervisor's instructions and to perform the tasks requested by their supervisors.

At PRIDE, we make a difference in the lives of many, one job at a time.