Summary
The Dispatcher is responsible for dispatching service technicians to prevent or rectify service disruptions at customer car wash facilities and provides support for service technicians.
Roles & Responsibilities
- Responsible for interaction with customers to provide support on products and services.
- Respond to disruptions of service.
- Generate quotes for repairs.
- Ensure the appropriate actions are taken to resolve customer problems and concerns.
- Route technicians to service calls.
- Manage service schedules for technicians.
- Perform follow-ups and coordinate warranty work.
- Effectively organize activities to accomplish daily tasks.
- Routinely review the dispatch board and open ticket reports for pending service calls, calls ready for dispatch, and open calls.
- Ability to work a rotating weekend schedule.
- Other duties as assigned.
Job Requirements
Education and/or Experience
- High School Graduate
- Customer service experience
Functional/Technical Knowledge, Skills & Abilities:
- Excellent written and verbal communication skills.
- Ability to read and comprehend documents and simple instructions.
- Must be able to actively listen and comprehend verbal conversations for extended periods of time.
- Ability to speak French Canadian.
- Proficient in MS Office products (Excel, Word, Outlook, PowerPoint).
- SAP preferred but not required.
- Ability to interpret an extensive variety of instructions and take appropriate measures to problem solve.
- Uncompromising integrity and professionalism, with accountability and reliability under pressure to meet deadlines.
- High energy, strong work ethic, and a customer-focused, “can-do” approach in a fast-paced environment.
- Supportive, with emotional intelligence; extreme attention to detail and accuracy.
- Ability to work independently with minimal supervision while remaining flexible in a team environment; flexible to work days, nights, or weekends if necessary.
Physical Requirements:
- Ability to lift and/or move up to 20 lbs.
- Ability to stand, walk, bend, kneel, stoop, crouch and use hands to grip regularly.
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
- Ability to sit for extended periods of time.
- Maintain a professional appearance and grooming standards as outlined.
Safety:
- Must adhere to all safety rules, policies, and regulations related to OSHA or CCOHS and Mark VII Equipment standards.
Note: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.
