Service Dispatcher/Scheduler

The Service Dispatcher/Scheduler is a key position within the Service Department of an electrical contracting company, responsible for managing the scheduling, dispatching, and coordination of service calls for electrical technicians. This role ensures the efficient, timely, and accurate completion of service requests while providing outstanding customer service. The Service Dispatcher/Scheduler will work closely with the service team, clients, and technicians to ensure jobs are completed promptly and to customer satisfaction.

Job Duties:

1. Service Call Scheduling and Dispatching:

• Schedule and dispatch electrical service technicians to residential, commercial, or industrial job sites based on customer needs, job priority, and technician availability.

• Ensure efficient allocation of resources by assigning technicians to jobs based on skills, location, and workload balance.

• Adjust technician schedules in real-time, responding to urgent or emergency service requests as needed.

2. Customer Communication and Support:

• Act as the main point of contact for customers requesting electrical service, answering inquiries, providing job status updates, and confirming service appointments.

• Communicate estimated arrival times and inform customers of any delays or changes to their scheduled service.

• Address customer concerns or complaints and work to resolve issues promptly and professionally.

3. Technician Coordination and Support:

• Ensure technicians are provided with all necessary details, including service location, job description, equipment needs, and customer information.

• Track the progress of service calls throughout the day and assist technicians with any logistical issues or support required.

• Monitor technician performance, ensuring that jobs are completed according to company standards and in a safe manner.

4. Job Prioritization and Route Optimization:

• Prioritize service calls based on urgency, such as emergency or high-priority requests, while maintaining an efficient and balanced schedule.

• Optimize technician routes to minimize travel time and maximize productivity.

• Manage changes to the schedule, including cancellations, reschedules, and urgent requests, ensuring minimal disruption to service delivery.

5. Data Entry and Documentation:

• Accurately input and update service requests, job orders, and customer information in the company's service management software or scheduling system.

• Maintain detailed records of completed work, parts used, and any additional services rendered for accurate billing and invoicing.

• Ensure all necessary documentation is submitted to the appropriate departments (e.g., billing, parts ordering).

6. Inventory and Equipment Management:

• Work closely with the service team to ensure technicians have the required tools, materials, and parts for each job.

• Communicate inventory needs to the purchasing department to ensure availability of essential parts and supplies.

7. Reporting and Performance Monitoring:

• Generate and review reports related to service calls, technician performance, job completion, and customer satisfaction.

• Track and report on key performance indicators (KPIs) such as job completion times, customer feedback, and technician efficiency.

8. Emergency and After-Hours Service Coordination:

• Manage emergency service requests, ensuring prompt and efficient dispatch of technicians for urgent situations.

• Coordinate after-hours and weekend service calls as needed, ensuring availability of technicians and support.

This is a full-time position with potential for overtime, after hours, or on-call shifts depending on business needs.

Essential Knowledge/Skills/Abilities:

• Strong organizational skills with the ability to manage multiple service calls and prioritize tasks.

• Excellent communication skills, both written and verbal, to interact with customers and technicians.

• Ability to solve problems quickly and effectively in a fast-paced environment.

• Proficiency in service management software, scheduling platforms, and basic office tools (e.g., Microsoft Office).

• Detail-oriented with the ability to handle complex schedules and logistics.

• Customer-focused with a dedication to providing excellent service and resolving issues.

• Flexible and adaptable to changing priorities or unexpected situations.

• Ability to work well under pressure, especially when handling multiple service requests.

• Ability to work in a fast-paced office environment with multiple phone calls, emails, and coordination tasks.

• Ability to sit for long periods while communicating with customers and technicians via phone, email, or scheduling software.

• Comfortable working in an office setting and handling administrative tasks related to service scheduling.