Job Description

ABOUT THE ROLE

The Dispatch Support is primarily responsible for prioritizing and organizing service requests in preparation for dispatch and supports the business by corresponding with customers concerning service inquiries.

KEY RESPONSIBILITIES

• Receiving and Dispatching Calls: Handling both emergency and non-emergency calls, recording significant information, and dispatching the appropriate personnel or resources
• Coordinating Schedules: Scheduling and dispatching drivers, work crews, vehicles, or equipment to appropriate locations based on predetermined schedules, customer requests, or immediate needs
• Monitoring and Tracking: Using computer-aided dispatch systems to monitor and track the status of field units, ensuring timely and efficient operations.
• Communication: Relaying information such as work orders, messages, or updates to and from field personnel, supervisors, or customers
• Problem-Solving: Addressing problems and requests by transmitting information or providing solutions, ensuring issues are resolved promptly
• Record-Keeping: Maintaining logs and records of calls, activities, and other relevant information to ensure accurate documentation and reporting.
• Customer Service: Providing excellent customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction.

SKILLS AND QUALIFICATIONS

Educational background required / desired:

• High School, general education or equivalent

Work experience required / desired:

• Dispatch Support Background, Customer Service Agent, and Data Entry

Years of experience required / desired:

• 2+ years' experience in customer service, and Data Entry role

Communications skills (English Proficiency) required / desired:

• Excellent (at least 8/10)*
• Ability to multi-task and prioritize with organizational and time management skills
• MS Office applications proficiency required / desired:
• Excellent (at least 9/10)*

• With good attention to details
• Strong computer skills in a Windows-based environment, with the ability to learn unique and proprietary software
• Technical aptitude concerning Electrical Equipment a plus
• Attention to detail
• Able to work on weekend shifts
• Excellent telephone etiquette customer service skills
  Excellent written and verbal communication