Service Dispatcher

Job Description

Job Description

Job Summary :

We are looking for someone to join our Service Dispatch team. To be a Service Dispatcher, you must be willing to go the extra mile, be detail oriented, organized, and able to handle a high volume of work in a fast-paced environment.

The primary function of a Service Dispatcher is to manage incoming service requests from customers, then accurately and strategically dispatch Field Service Technicians and efficiently get them to the customer locations.

You will communicate via phone, email, and text. Also, expect heavy computer usage to access repair order numbers, process electronic paperwork, and conduct a large amount of data entry.

Finally, 100% customer satisfaction is a top priority!

Duties / Responsibilities :

• Respond to customer and internal requests for service with information regarding the probable date and time the work will be performed and keep customers informed of those changes.
• Secure and record customer specific information in detail regarding the nature of their service problem, details about the equipment that needs servicing, and contact information,
• Schedule planned maintenance calls on rental units and update the maintenance schedule on a weekly basis.
• Coordinate with Field Service Technicians to ensure planned maintenance is completed on time.
• Monitor open work orders to ensure information is correctly entered and technicians are progressing in a timely manner towards promised completion timelines.
• Assist Field Service Technicians by answering calls, texts, and emails to provide great customer service.
• Backup the Service Office Foreman with opening work orders as required by the Sales Department.
• Partner with management and other departments to solve personnel issues and guarantee customer satisfaction.
• Perform other related duties as assigned.

Required Skills / Abilities :

• Ability to develop successful internal and external relationships.
• Excellent customer service skills with a focus on high energy interactions.
• Strong communication, organizational, and time-management skills.
• Must multi-task and manage several priorities at the same time.
• Committed to being a team worker.
• High level working knowledge of Word, Excel, Outlook
• Comfortable and experienced working with computers.
• Previous dispatch experience preferred.

Education and Experience :

• High school diploma or GED
• Associate’s degree or vocational school training preferred.
• Years of data entry / office experienced preferred
• Heavy Equipment and Mechanical background a plus
• Netsuite experience a plus

Physical Requirements :

Prolonged periods sitting at a desk and working on a computer.

Benefits :

• Medical (and FSA / HSA plans), dental and vision insurances.
• Paid time off and holidays.
• Company paid basic life insurance.
• Supplemental term life insurance.
• 401(k) with match.
• Short- and long-term disability.
• Group accident and critical illness insurance.
• Safety glasses and boot program.
• Tuition reimbursement and in-house training.

Herc-U-Lift, Inc. provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

Further, the company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics.

Discrimination of any type will not be tolerated.