Senior Dispatcher job description

Job brief

We are seeking a detail-focused, service-driven, confident and friendly Dispatcher to join our team! The ideal candidate will be tech-savvy, able to learn new technologies quickly, and have the ability to coordinate personnel. The focus of the role is to Dispatch drivers, engineers, and other team members to locations where their services are required.

Responsibilities

• Be the first point of contact for customers calling in for assistance with their equipment, and for drivers and staff calling in for information.
• Assist customers and team members with their queries, opening and logging tickets onto the online system.
• Ensure all information is noted down accurately to send to the team member you are dispatching.
• Check the field team availability and dispatch the closest and most relevant team member to that job.
• Provide ETAs to clients and team members.
• Keep information up to date on the system as it changes.
• Multi-task to speak on the phone, update information and liaise with field team members simultaneously.
• Provide excellent customer service to all personnel calling in.
• Ensure that dispatched personnel are routed in the quickest and most cost-effective manner.
• Follow up with field team members and customers alike to ensure problems were resolved to their satisfaction.
• Ensure routes are clear, and notify field team members of any traffic jams, accidents, or closed roads.
• Monitor the location of field members using the system and GPS tracking.
• Receive in-service reports from field members and assist with locating and ordering any consumables they may need.

Requirements

• High School Diploma 
• 2 years' experience in a similar role
• Detail-focused, with good computer skills
• Strong customer service skills
• Excellent communication skills, both written and verbal
• Able to multi-task effectively
• Kind and helpful, able to work to company guidelines and policies
• Strong problem-solving skills
• Good technical knowledge of software