Junior Dispatch Coordinator
2 weeks ago
Responsibilities
• Service Coordination & Scheduling:
o Manage the end-to-end process of resolving service incidents, from initial contact to resolution and invoice generation.
o Efficiently dispatch and schedule technicians based on data-driven assignments, ensuring optimal routing and workload balance.
o Continuously monitor and manage the Dispatch Dashboard, prioritizing tasks by age, client SLA, and urgency (including Premier/Platinum accounts and drive-thru paging).
o Create detailed scopes of work for all service trips (initial and return) and ensure they are accurately documented in incident notes.
o Review and confirm the prior day's activity, ensuring all completed jobs are accurately recorded. o Prepare and finalize the following business day's service schedule at least two hours before the close of business for review and mapping.
o Communicate last-minute scheduling changes to clients and technicians promptly via phone and/or email.
o Work closely with technicians, subcontractors, and Field Operations/Internal Affairs to ensure real-time schedule updates and resource availability to meet SLAs.
o Collaborate with various vendors to facilitate meetings and special equipment/tool orders.
o Adhere to subcontractor process documents when applicable.
Customer & Communication Management:
o Provide end-to-end support to clients, including initial technical assistance and scheduling resources.
o Maintain constant availability on Genisys to handle direct line calls.
o Ensure all client job confirmations have detailed incident notes (who, what, when, etc.) and that emails are sent for technician visibility.
o Respond to all client requests, messages, and emails within 6 business hours and by the end of the day.
o Provide ETA updates and incident changes to clients in a timely manner. o Maintain a cordial and professional working relationship with clients, technicians, and all internal colleagues, including Project Coordinators and Field Operations Managers.
o Escalate P1 and P2 tickets approaching or breaching SLAs proactively to management.
• Documentation and Reporting
Ensure all incident information is thoroughly documented and logged in the incident management system.
o Conduct post-incident reviews to identify lessons learned and action items for service quality improvement.
o Assist with administrative tasks for Service Departments, including contract review, equipment list review, general client/product reporting, and account data review.
o Provide custom client-facing reports and manage service reporting for designated customers. o Update any client 3rd party systems accurately and in a timely manner.
o Keep the Buyer's Work Center (BWC) up to date and managed.
Experience required:
At least 1 year of experience in a client-facing or customer support role, preferably within a service dispatch or coordination capacity.
Proficient level of English, with strong written and oral communication skills.
o Excellent interpersonal skills, demonstrating a positive attitude and exceptional customer service.
Computer literate with the ability to quickly learn and navigate various systems (e.g., Genesys, Dispatch Dashboard, incident management systems).
o Strong record-keeping and analytical skills with keen attention to detail.
o Ability to work through "gray areas" using critical thinking skills.
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