Excellent interpersonal skills and a customer service orientation. Ability to effectively communicate and exchange information with a wide variety of individuals within a diverse environment. Strong organizational and multitasking skills including ability to manage multiple priorities. Demonstrated ability to handle sensitive situations with diplomacy and grace. Possess a strong drive to provide the highest level of customer service and satisfaction and able to effectively manage a variety of situations on a day-to-day basis.

Overview:

The Dispatcher routes Service Technicians to service calls servicing the commercial kitchen equipment environment in a manner that maximizes efficiency and productivity while exceeding customer expectations. This position is the primary point of contact for a group of Service Technicians within a geographic market or territory

Tasks/Responsibilities

• Available to take incoming calls from customers and our field team
• Make outbound calls to our customers providing Initial and Return ETA's
• Communicate Parts updates and Part Return ETA's
• Daily call/communication with our technicians
• Daily calls/communication with Service Manager/District Manager
• Answer customer Inquiries
• Documents communication with customers in our system(s)
• Provides follow through on any special customer needs in a timely manner
• Balances workload to meet customer service level agreements.
• Ability to problem solve and handle escalations.
• Proactive communication if ETA is in Jeopardy
• Monitoring daily/weekly reporting- action if required
• Manage and monitor market emails timely with update
• Manage Personal email folder
• Updating portals with ETA's, updates and estimates
• Keep clients informed of any changes that affect them
• Answer scheduling questions with customer and technicians over the phone
• Reviews and takes appropriate action on daily reports
• Plan and execute special Manufacturer projects within the set Deadline
• Bring Forward any Obstacles faced, so leadership can assist

Scheduling

• Responsible for scheduling all calls, within a geographical (assigned) area
• Monitor and manage open service call age /scheduling
• Preplan all contracted calls month prior
• Identify and prioritize all incoming calls/demand
• Utilize Scheduling Tool
• Utilize GPS
• Identify the right technician, based on skillset, location, and availability
• Communicate with our customers, via phone/or email timely and provide ETA for service/return trip(s)
• Update 3rd party portals, if applicable
• Monitor calls to execution

Minimum Job Qualifications

• 2 years of Dispatch
• Excellent communication skills
• Able to sit for long periods of time
• Quick to learn new software, systems and processes CRM data base experience
• Knowledge of industry is recommended but not required

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care's application or hiring process due to a disability, please contact the Human Resources department at HR@smartcaresolutions.com.