CCR/Dispatcher

Job Description

Job Description

About Our Company

At Polar Express we provide the highest quality of service to ensure Exceptional Comfort, Efficiency, and Indoor Air Quality. Above all, We seek to gain the trust of every client in every city. We pride ourselves on being trustworthy and fair. We stand firmly on our core values F.A.I.R.

Family- We will treat our customers and everyone in our community and organization as family.

Accountability- We are accountable to each other by making sure our clients receive the highest quality of work and service on every job we perform.

Integrity- Every Decision we make and action we take involves transparency through a high degree of Integrity.

Respect- We have the utmost respect and confidence in our employees to carry our customers vision for every project.

The CCR/dispatcher supports the day-to-day operations of the company and is the primary point of contact for customers. The CCR/dispatcher answers the phone, obtains customer information, books calls, and addresses customer concerns. If an issue arises, the CCR/dispatcher will work diligently to solve the problem, to the customer’s satisfaction. As part of this responsibility, the CCR/dispatcher will develop and manage reports and efficiently schedule and dispatch technicians to calls. This role requires the CCR/dispatcher to think critically to ensure they are dispatching the best fit technician for the call. A successful CCR/dispatcher must have the ability to function as a part of a team and be able to think creatively and critically.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Assisting in taking all incoming client calls, recognizing that this is where the client will form their first impression of the company.  Good communication with the client is essential!  Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated.  Have a courteous and pleasant demeanor whether on a phone call or not.  Know that courteousness affects other team members’ spirit.
• Making sure that the phone is answered before the third ring and that the approved company greeting is used each time.
• Notify client ahead of time if the technician/plumber is not going to arrive at their home in the scheduled time window and re-scheduling the time to the client’s satisfaction.
• Making sure that Club Membership clients are continually called. Extra scheduled service appointments should be booked to make up for any shortfall of repair calls. Performing the budgeted number of service and repair calls each day is critical, because residential replacement leads are coming from those calls.
• Dispatch all service calls to ensure maximum scheduling efficiency without compromising client satisfaction.
• Manage the dispatch board to keep field personnel on the move and generating revenue. Make every effort to compress call scheduling effectively and maximize productivity.
• Communicate with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to the technicians. Every effort should be made to keep technicians on the job.
• Strictly adhere to the Dispatching for Profits Priority Service Schedule to ensure the “Right” technician is sent to the “Right” appointment.
• Debrief technicians after each call and make sure they collected payment.
• Obey company Code of Ethics and the Team Rules

Minimum Qualifications

• High school diploma/GED required 
• Associate degree preferred but not required
• Self-starter, reliable, flexibility with hours
• Strong customer service skills
• Present and communicate professionally (written and verbal)
• Excellent interpersonal communication skills on a professional and technical level 
• Able to work both independently and as part of a team
• Strong knowledge of Microsoft Excel, Word and PowerPoint
• Must be a critical thinker - Strong English composition skills
• Telephone etiquette and working knowledge of email systems
• Ability to develop tools that create efficiencies within department
• Bilingual a plus, not required 

Physical Demands and Work Environment

Physical Demands:

• Climbing up and down stairs from time to time
• Moderate lifting may be required (15-20) pounds 
• Ability to work more than 40 hours per work week and up to 12 hours per day

Working Environment:

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer
• Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity
• Dress code is business casual