Service Dispatcher-After Hours

Makati City - Philippines

Monthly Salary: PHP 26500 - 40000

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

A Service Dispatcher-After-Hours is responsible for ensuring all emergency-priority 1 service calls are dispatched and assigned timely to Technicians scheduled to be on-call daily based on specific service area schedules. The Dispatcher must provide clear information and details of service call expectations to Technicians and maintain courteous and respectful communication with Technicians Customers Call Flow Specialists Managers and all staff members. The Dispatcher is responsible to follow the service areas escalation process when any customer or Technician issue arises that cant be resolved and document any information within the service call. The Dispatcher helps ensure Technicians properly close out their calls and provide the information needed to move through the call flow process to help the department be efficient and profitable.

Essential Functions:

Properly dispatch Service Technicians according to daily on-call schedules.

Contact area Service Managers if discrepancies are found with daily on-call schedules.

Create and dispatch all new emergency-priority 1 calls received during shift.

Ensure call descriptions are accurate and customer provided NTEs are noted in new calls prior to dispatching.

Communicate all details by phone to the Technician being dispatched.

Ensure dispatching is done timely as after-hours calls are emergency priority.

Follow the service areas escalation process if a technician cant be reached service call is at risk of missing ETA or a customer service issue arises.

A detailed service call note must be added every time there is new information prior to dispatching or if a service call cant be dispatched during shift.

Verify Technicians have completed their calls properly in GP/Schedule and TPS when they call Dispatch to Check out.

Maintain all Third Part Systems ( TPS): Accept calls assign Technicians update scheduled dates Technician notes and status.

Maintain customer and internal team communication by phone and e-mail in a professional courteous manner

Answer phone calls and emails from customers team members managers and all internal staff members in a timely manner

Assigned GP call flow Smart List tasks.

Be prepared and ready at work at workstation at scheduled shift start time daily

Prepare detailed hand-off e-mail for next shift. Other Functions

Performs other related duties as assigned for the purpose of ensuring the efficient and effective functioning of the work unit.

Requirements

High school diploma or general education degree (GED)

1-2 years related experience and/or training in customer service dispatching or project management or equivalent combination of education and experience

Computer skills

Knowledge of industry is recommended but not required

Ability to multi-task

Good organizational skills

Timely Communication

Demonstrated listening written/verbal communication and interpersonal skills

Self-motivated and works well with others Physical Demands and Working Environment Work is performed in a standard office environment. Approximately 90% of duties performed are in a seated position. The employee must reach with hands and arms and talk and hear. Specific vision abilities required by this job include close vision distance vision color vision and ability to adjust focus. Working Conditions

Extended work hours during the Summer or as needed due to workload

Required Skills:

High school diploma or general education degree (GED) 1-2 years related experience and/or training in customer service dispatching or project management or equivalent combination of education and experience Computer skills Knowledge of industry is recommended but not required Ability to multi-task Good organizational skills Timely Communication Demonstrated listening written/verbal communication and interpersonal skills Self-motivated and works well with others Physical Demands and Working Environment Work is performed in a standard office environment. Approximately 90% of duties performed are in a seated position. The employee must reach with hands and arms and talk and hear. Specific vision abilities required by this job include close vision distance vision color vision and ability to adjust focus. Working Conditions Extended work hours during the Summer or as needed due to workload