Dispatcher

Dispatcher

The Dispatcher routes service technicians to service calls servicing the commercial kitchen equipment environment in a manner that maximizes efficiency and productivity while exceeding customer expectations. This position is the primary point of contact for a group of service technicians within a geographic market or territory.

Tasks/Responsibilities

• Available to take incoming calls from customers and our field team
• Make outbound calls to our customers providing initial and return ETA's
• Communicate parts updates and part return ETA's
• Daily call/communication with our technicians
• Daily calls/communication with Service Manager/District Manager
• Answer customer inquiries
• Documents communication with customers in our system(s)
• Provides follow through on any special customer needs in a timely manner
• Balances workload to meet customer service level agreements.
• Ability to problem solve and handle escalations.
• Proactive communication if ETA is in jeopardy
• Monitoring daily/weekly reporting- action if required
• Manage and monitor market emails timely with update
• Manage personal email folder
• Updating portals with ETA's, updates and estimates
• Keep clients informed of any changes that affect them
• Answer scheduling questions with customer and technicians over the phone
• Reviews and takes appropriate action on daily reports
• Plan and execute special manufacturer projects within the set deadline
• Bring forward any obstacles faced, so leadership can assist

Ideal Candidates Will Have The Following Customer Service Related Skills/Competencies

• Creative and ingenuity
• Effective at multi-tasking
• Organization skills and results minded
• Excellent communication skills
• Schedule and coordinate all service calls for market area as they are received
• Assign technician (skillset) and contact customer timely with ETA
• Strong desire to provide excellent customer service
• Ability to prioritize and reprioritize
• Detail-oriented.
• Strong sense of urgency; flexibility in meeting deadlines
• Works well under pressure
• Creative
• Flexible
• Patience and endurance to sit/stand behind a desk all day.

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care's application or hiring process due to a disability, please contact the Human Resources department at View email address on click.appcast.io.