Supervisor - Dispatch

JOB SUMMARY: 

This position will be responsible for the daily activities & functions of the department. These responsibilities include training, supervising, and ensuring the success of employees performing service call taking, dispatching, and customer service functions within the Business Operations.

Supervises: department staff

ESSENTIAL FUNCTIONS: 

• Successfully manages the daily activities of employees in the dispatching, service call taking, data entry and customer service positions.
• Successfully schedules all maintenance visits for the entire organization.
• Maintain relationships with external and internal customers including other administrative, sales, field personnel and management.
• Update and maintain processes, procedures, and documentation for the above listed roles.
• Offer ongoing training and mentoring to departmental employees and continue to improve the efficiency and quality of their work.
• Act as conduit between Sales Personnel, Field Personnel, Finance and Business Processes to ensure continuity and consistency in our customer service experience.
• Responds to customer inquiries regarding company schedule and requested lead times, equipment service, and service invoicing, and general inquiries.
• Communicate with Customer/ Sales to remove obstacles and/ or reset expectations of the agreement with regards to scheduling.
• Responds to field requests both by online and phone.
• Follows up and schedules preventative maintenance service appointments.
• Reviews completed service work orders for accuracy.
• Other tasks and duties as assigned by supervisor and/or management.

EDUCATION AND EXPERIENCE: 

• 100% accuracy in all transactions and communications with external and internal customers including other administrative, sales and field personnel and Management.
• 5+ years of billing and data entry using systems such as Great Plains or similar.
• 2-3 years of supervisory experience required.
• Strong analytical and problem-solving skills.
• Extremely comfortable with Microsoft Windows environment including Excel and Word.
• Excellent written and verbal communication skills.
• A driven self-starter with a strong work ethic to take the lead on initiatives and follow-through on commitments.
• Very organized with demonstrated ability to multitask.
• Industry experience is highly desirable.

COMPETENCIES:

• Proactivity / Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one’s level/position and with minimal supervision.
• Perseverance: Shows the wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.
• Insight: The ability to gather and make sense of information that suggests new possibilities.
• Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.
• Teamwork: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.
• Big Picture: Understands and contributes to organizations’ short- and long-term business strategy.  On a personal level has independently developed a vision for short- and long-term career success.
• Motivation / Dedication: Commits to excellence in pursuing unselfish goals.  Initiates action with collective goals takes responsibility and shows personal humility.
• Technical Curiosity / Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feed, back; demonstrating an openness to learning and change.
• Problem-Solver: Ability to identify, analyze, and solve a problem in support of personal, group, department, or organizational objectives.

PHYSICAL REQUIREMENTS: 
(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• The employee may regularly lift and /or move up to 10 pounds, and occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required by this job include Close vision and Distance vision.
• The auditory/hearing abilities required by the job include the ability to hear customers calling by telephone.
• While performing the duties of this Job, the employee is regularly required to sit for prolonged periods, stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
• The employee is regularly required to walk and sit.
• Regular and routine attendance is required.

Hours: This is a non-exempt position Monday through Friday and depending on the current need of the department, the shift will be either 7:00am to 4:00pm or 8:00am and ending at 5:00pm, with one hour lunch. Eight hours per day is required and other occasional overtime may be necessary. 

Travel: N/A

COMPETITIVE WAGES: 

$33.00 - $43.00 hourly. Applicants please note that actual compensation is determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location, among others. The offered wage or salary is only one aspect of an employee's total compensation.

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