US Dispatcher

Bucharest - Romania

Monthly Salary: Not Disclosed

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

Service Dispatch Coordinator

Role OverviewWe are seeking a highly organized customer-focused and proactive Service Dispatch Coordinator to join our team. The ideal candidate will be instrumental in ensuring the timely and efficient resolution of service incidents providing end-to-end support and maintaining strong communication with clients technicians and internal stakeholders. This role requires exceptional problem-solving skills a keen eye for detail and the ability to thrive in a fast-paced data-driven environment.

Responsibilities

Service Coordination & Scheduling

End-to-End Management: Oversee the process from initial contact to resolution and invoice generation.
Smart Dispatching: Schedule technicians based on data-driven assignments ensuring optimal routing and workload balance.
Dashboard Monitoring: Prioritize tasks by age client SLA and urgency (including Premier/Platinum accounts and drive-thru paging).
Documentation: Create detailed scopes of work for all service trips and ensure accuracy in incident notes.
Activity Review: Confirm prior days activity and ensure all completed jobs are recorded.
Forward Planning: Finalize the following days schedule at least two hours before COB for review and mapping.
Real-time Communication: Notify clients and technicians of last-minute changes immediately via phone or email.
Collaboration: Work with subcontractors Field Operations and Internal Affairs to meet SLAs and facilitate equipment orders.

Customer & Communication Management

Client Support: Provide technical assistance and resource scheduling.
High Availability: Maintain constant availability on Genisys for direct line calls.
Detailed Updates: Ensure job confirmations include specific notes (who what when) for technician visibility.
Responsiveness: Respond to all requests and emails within 6 business hours and by end-of-day.
SLA Management: Proactively escalate P1 and P2 tickets approaching or breaching SLAs to management.
Professionalism: Maintain cordial relationships with all internal and external stakeholders.
Meetings: Participate in regularly scheduled team calls and client QBRs as needed.

Documentation & Reporting

System Integrity: Log all incident information thoroughly in the management system.
Quality Improvement: Conduct post-incident reviews to identify lessons learned.
Admin Support: Assist with contract reviews equipment lists and general product reporting.
Client Reporting: Provide custom reports for designated customers and update 3rd party systems accurately.
BWC Management: Keep the Buyers Work Center (BWC) up to date.

Operational Excellence & Team Collaboration

Process Improvement: Proactively identify and recommend internal and client-facing operational improvements.
Logistics: Order incident-related equipment and provide tracking info to technicians.
Team Support: Collaborate with assigned backups for time-off scheduling and workload balancing.
Problem Solving: Utilize strategic thinking to navigate gray areas and overcome roadblocks.

Minimum Skills Knowledge and Ability Requirements

Experience: At least 1 year in a client-facing or customer support role (dispatch/coordination experience preferred).
Communication: Proficient English with strong written and oral skills; exceptional interpersonal skills.
Technical & Analytical: * Computer literate (Genesys Dispatch Dashboards incident systems).
- Strong record-keeping and analytical skills with attention to detail.
- Critical thinking for navigating gray areas.
Organizational: * Ability to manage multiple tasks and prioritize effectively.
- Strong work ethic and service-oriented mindset.
- Proven leadership and efficient problem-solving skills.
Flexibility: * Ability to work afternoon shifts as needed.
- Adaptable to changes as the client base evolves.

4:00PM to 12:30AM
8h per day excluding breaks

Service Dispatch CoordinatorRole OverviewWe are seeking a highly organized customer-focused and proactive Service Dispatch Coordinator to join our team. The ideal candidate will be instrumental in ensuring the timely and efficient resolution of service incidents providing end-to-end support and main...