Dispatcher 2

Responsibilities JOB SUMMARY: The Dispatcher 2 is responsible for overseeing the daily coordination and distribution of work to Technicians, ensuring efficient service delivery, and supporting dispatch team operations. This role acts as a key point of contact between dispatchers, Service Managers, and Technicians- providing guidance, resolving escalations, and driving adherence to service standards. The Dispatcher 2 plays a pivotal role in optimizing resource allocation, maintaining customer satisfaction, and ensuring seamless operations in line with company policies and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Independently evaluate and prioritize service requests, including backlog, considering urgency, customer impact, SLA requirements, and resource constraints. Use independent discretion in directing service calls to technicians, balancing their skills, workloads, geographic locations, and availability to optimize efficiency. Collaborate with Service Managers and dispatch team members to resolve escalations and ensure alignment of resources with operational needs. Ensure compliance with service level agreements (SLAs) and take proactive steps to address potential delays or missed commitments. Serve as a point of escalation for complex or high-priority service issues, providing solutions to ensure timely resolution. Generate and review operational performance reports, identifying opportunities for improvement and recommending actionable solutions. Conduct regular reviews of incomplete service calls, ensuring timely follow-up and resolution. Assist in maintaining and updating the "on-call" schedules and verifying appropriate coverage for all service areas. Support the scheduling and completion of preventative maintenance tasks in collaboration with Service Managers. Develop a thorough understanding of market geography, technician expertise, and resource availability to enhance dispatch efficiency. Provide mentorship and training to dispatch team members, ensuring consistent application of best practices and policies. Perform additional tasks and responsibilities as assigned to support the team and operations.

Qualifications: JOB REQUIREMENTS High school diploma or equivalent experience. Associate's degree or technical certification in a related field, preferred. Technical (refrigeration) expertise, preferred. Work Experience / Skills 35 years of experience in dispatch operations, customer service, or a related field, preferably in a technical service environment. Proven ability to prioritize and manage multiple tasks in a fast-paced environment. Strong organizational skills and attention to detail for accurate scheduling and reporting. Excellent communication skills, both written and verbal, with the ability to maintain professional relationships with customers and internal teams. Strong problem-solving skills and the ability to remain calm under pressure. Demonstrated ability to work collaboratively in a team environment and provide mentorship to peers. Flexibility to adapt to changing priorities and work occasional evenings, weekends, or on-call shifts as needed. Ability to understand and follow all company policies and procedures and all applicable State and Federal laws. Proficiency in using typical business tools including E-Mail, Word, Excel, etc.

PHYSICAL DEMANDS AND WORK ENVIRONMENT: The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work Environment This job operates in a clean, well-lit and climate-controlled professional office environment with minimal physical hazards and noise. This role routinely uses standard office equipment such as computers, phones, printers, etc. Physical Demands While performing the duties of this job, the employee is regularly required to stand, sit, walk, talk, hear, and use hands and fingers to operate office equipment. The employee is occasionally required to reach, stoop and kneel. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and color vision.