Lead Dispatch Representative

Job Summary

Under minimal supervision, perform tasks of advanced complexity to include quota management and routing. Responsible for relaying and recording progress of scheduled work assigned to field operations. Works in a systems communication center and must attend to multiple sources of communication simultaneously.

Responsibilities

• Serves as a mentor to other team members, providing instruction, support and direction.
• Function as the first point of contact for Field Service and all other business units related to routing of work.
• Effectively communicate with Field Technicians, Contractors & Supervisors using friendly and appropriate language to identify problems, root causes (problem source) and solutions.
• Provide professional, courteous, responsive and accurate service to internal and external customers.
• Demonstrate proficiency in the following areas of responsibility: Adherence and Availability, Toa Collaborations, E- mails, Escalations, WFA tickets, Technician Intraday Workload Management and Quota management.
• Perform all work-related tasks including review of future pending order status, escalation of issues, in a manner that is in compliance with all AUSA values, policies and procedures. Consistently and effectively perform all actions needed to resolve customer issues before escalation to the appropriate personnel.
• Adjust daily routes for Field Service technicians that adhere to the following requirements: Travel Time, Service Level Requirements, Technician skill sets and productivity outlined in OFSC. Make outbound calls to external customers to confirm or alter appointment status.
• Distributes scheduled work orders to technicians according to system requirements.
• Performs all responsibilities of Dispatcher I and Dispatcher II.
• Manages quota/work load to efficiently meet customer needs according to available workforce.
• Resolves or escalates dispatch challenges as required.
• Responds to Customer Service requests by prioritizing and dispatching service requests to available installation or service technician; acts as liaison between technician and customer.
• Communicates with technicians in the field by phone, or e-mail to monitor their completion of scheduled jobs to identify unfilled time slots, overbooking, inefficiencies, and late for unfinished jobs.
• Assigns or re-assigns jobs to technicians as required to meet customer commitments.

Additional Responsibilities

• Contact customer to verify scheduled appointment date and time and reschedule missed appointment.
• Notifies technicians of specific issues related to system outages or problems and maintains schedules of service outages, complete work orders summary reports and other record keeping schedules.
• Communicates with technicians in the field by phone, collaboration or e-mail to monitor their completion of scheduled jobs to identify unfilled time slots, overbooking, inefficiencies, and late for unfinished jobs.
• Provide customer assistance to resolve service problems and avoid unnecessary service calls.
• Performs other duties as assigned.
• Manage and perform duties in work force management tool related to calendar changes, resource changes, and understanding of routing schemes.

Qualifications

• High school diploma or equivalent
• Proficiency in using a Windows-based computer
• Keyboarding skills
• Ability to mentor the Dispatch staff
• Ability to prioritize and organize effectively
• Ability to multi-task
• Ability to work independently and with others
• Excellent interpersonal skills with a focus on rapport building, listening, questioning and conflict resolution skills. Must be able to exhibit written and verbal communications skills to a standard as set by AUSA. Strong analytical problem-solving skills
• Position requires focus on specialized tasks, engaging in customer communications and sitting for extended periods of time
• Self-motivated with the ability to work independently and multitask is a must. Requires flexibility to work evenings, weekends, holidays, and changes in shift depending on the needs of the business
• Dispatcher II or equivalent experience required
• Ability to read, write and communicate orally
• Ability to use computer, calculator and reference materials
• Ability to use a keyboard, fax and other standard office machines
• Ability to lift up to 15 pounds