SCHEDULER/SERVICE DISPATCHER
Basic Function and Responsibilities:
Under general supervision, greet all customers in a professional and cordial manner whether in person or on the phone. Answer phones promptly and determine customer needs. Assist customers in answering questions, updating demographic information, scheduling/rescheduling appointments, collecting payments, and directing them to the appropriate person for their needs.
Duties and Responsibilities:
Daily -
- Every morning, review and respond to all voicemails left overnight, if any.
- Monitor email four times daily (upon arrival at work, twice throughout the day and lastly at 4 pm in the afternoon) and respond to customers requesting service calls.
- Monitor office cell phone as text and call notifications are received and respond as needed.
- Manage the Service Technician’s schedules to optimize efficiency and minimize downtime.
- Answer incoming calls, screen calls, take messages, and route calls as appropriate.
- Greet customers and visitors, determine their needs, and respond in a professional manner.
- Record, verify, and update customer demographic data in dispatching program each time a customer contact is made, whether in-person or on the phone.
- Schedule appointments daily for incoming service call requests.
- Prioritize customers’ needs to determine when an immediate slot should be found or if can be scheduled based on current openings in schedule.
- Manage cancellations, including a technician who may need to reschedule a full day, finding the best alternatives for all involved.
- Monitor the dispatch board hourly and communicate delays to customers.
- Resolve scheduling conflicts as they occur.
- Provide exceptional customer service to customers.
- Communicate clearly and efficiently with customers, technicians and co-workers.
- Daily entry of purchase orders into dispatching program as orders are received.
- Monitor parts on order daily utilizing work orders on “hold” in dispatching program and schedule return visits as parts arrive.
- Monitor “unassigned” calls daily in dispatching program and schedule in a timely manner.
- Maintain a neat and orderly reception area.
- Submit requests for returned goods to various suppliers as needed.
Weekly -
- Each heating and cooling season, monitor Maintenance Visit Reminder list weekly and contact customers daily to schedule equipment maintenance. Goal is to contact everyone on the list each season to attempt to schedule.
- Other duties as assigned.
- Demonstrate respect for all members of the Kuenster’s community in the course of performing one’s duties and in response to administrators, supervisors, coworkers and customer; constructively bring forward workplace concerns to coworkers and/or supervisor.
- Welcome the richness of talent from a diverse workforce and recognizes that diversity brings stimulation, challenge, and energy that contribute to a productive and effective workplace.
- Seek opportunities to enhance one’s own knowledge, skills and abilities as they relate to one’s current position and/or prepare for potential future roles and overall career development that contribute to the mission and goals of the company.
- Strives to promote continual process and quality improvement.
Education -
- High school diploma or GED required.
Required Experience -
- Excellent telephone skills, organizational skills, and communication skills, both written and verbal.
- Ability to work flexible and extended hours occasionally as needed.
- Ability to manage and execute multiple tasks at the same time.
- Must exhibit and maintain a positive attitude with customers, technicians and co-workers.
- Strong attention to detail and process.
- Previous dispatching, project management or schedule coordinating experience is highly preferred.
Job Type: Full-time
Pay: $15.00 - $25.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
Schedule:
Experience:
- Dispatching: 1 year (Preferred)
Ability to Commute:
- Kalona, IA 52247 (Required)
Ability to Relocate:
- Kalona, IA 52247: Relocate before starting work (Required)
Work Location: In person