Dispatcher - ACCO Engineered Systems

Overview

JOB SUMMARY:

Under the direct supervision of the Business Operation’s Manager, this position is the primary customer interface by acquiring calls, emails, accessing the nature of the call, creating jobs in the IFS system and dispatching service calls to the field. Will maintain an accurate scheduling system to monitor call status in real time. This position will also be responsible for reviewing open jobs to confirm why the job has not been completed and will review payroll to verify it is complete and ready for posting.

ESSENTIAL FUNCTIONS:

• Receive inbound calls and/or emails, identify the nature of the call/email and document all information according to standard operating procedures and dispatch technicians accordingly.
• Provide customers with updates and estimated time of arrivals.
• Continuously monitor and update the schedule board to ensure service calls are being dispatched to the correct technician in a timely manner.
• Enter new customer information into IFS system; also update and maintain customer database master files.
• Manage and resolve customer complaints
• Verify technician check-in/check-out.
• Monitoring of outstanding jobs: Using the provided reports will review open jobs to determine why the jobs have not been completed. Ensure all costs have been applied and work orders are complete. If cost are missing the Dispatcher will follow up with the appropriate individual to determine the reason for the missing cost.
• Payroll entry: Using the SRS payroll report need to review all labor entries from MobileTec to confirm they have been applied correctly. Add general ledger codes to payroll entries if needed and process expense reports. All payrolls must be reviewed and completed by 9am daily.
• Purchase order distribution: field technicians will call in to obtain a purchase order job number if a vendor is not listed in the phone APP. Dispatcher will verify job number and vendor information, save the purchase order number in IFS awaiting cost.
• Any other duties and responsibilities as assigned by the Service Operations Manager.

EDUCATION AND EXPERIENCE:

• Ability to handle multiple phone lines in a hectic, fast paced environment.
• Detailed orientated, ability to multitask and possesses great organizational skills.
• Must be able to utilize headset and computer terminal and navigate through multiple systems to input and retrieve information.
• 1-2 years data entry and call center experience.
• Comfortable with Microsoft Windows environment including Excel and Word.
• Excellent writing and verbal communication skills.
• A driven self-starter with a strong work ethic that can take the lead on initiatives and follow-through on commitments.
• Very organized with demonstrated ability to multitask.
• This individual must be a responsible person and regular attendance is required. This is a temporary position Monday through Friday beginning between 7:00 am and 8:00 am and ending between 4:00 pm and 5:00 pm, with one hour for lunch. Eight hours per day is required and other occasional overtime may be necessary.

ACCO 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 job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Must regularly lift and /or move up to 30 pounds, frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds.
• While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms.
• Specific vision abilities required by this job include Close vision and Ability to adjust focus.
• The employee is frequently required to sit and talk or hear.
• The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
• The noise level in the work environment is usually moderate.
• You are a responsible person with the ability to multi-task. You understand that regular & routine attendance is required.

HOURS: 

Monday through Friday, beginning between 6:00 am and 7:00 am, and ending between 4:00 pm and 5:00 pm, with one hour for lunch. Eight hours per day is required, and occasional overtime may be necessary, due to business needs.

TRAVEL:

O – 5% of the time to and from the assigned office location to regional branch offices and/or to project/customer site(s).

Competitive Wages:  

$22.60 to $29.81 per hour. 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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