Dispatcher

Company: Allied Mechanical, A Smart Care Company

As a Dispatcher at Allied Mechanical, you will be responsible for routing Service Technicians to service calls in the commercial kitchen equipment environment. The role focuses on maximizing efficiency and productivity while ensuring exceptional customer satisfaction. You will act as the primary point of contact for Service Technicians within a designated geographic market or territory.

• Service Technician Coordination:

  • Take incoming calls from customers and field teams to schedule service appointments.
  • Make outbound calls to customers, providing initial and return estimated times of arrival (ETAs).
  • Communicate parts updates and ETA for parts returns to customers and technicians.
  • Daily communication with technicians to ensure smooth operations.
  • Regular calls and coordination with Service Manager and District Manager to align on service needs.

• Customer Communication:

  • Answer customer inquiries and ensure timely responses to all questions and concerns.
  • Document all communication with customers in the company's system(s) for accurate records.
  • Provide follow-through on special customer needs in a timely manner.
  • Proactively communicate with customers if ETA is at risk or if there are any delays or issues.
  • Keep customers informed about any changes affecting their service or delivery.

• Efficiency and Workload Management:

  • Balance workloads to meet customer service level agreements (SLAs) and ensure optimal technician productivity.
  • Monitor daily/weekly reports and take appropriate action when required.
  • Schedule and coordinate service calls, assigning technicians based on skillset and availability.
  • Ensure timely updates to portals with ETAs, updates, and estimates.

• Problem-Solving & Escalation:

  • Handle escalated issues and customer complaints with professionalism.
  • Proactively identify and solve any issues that may arise during the scheduling process.
  • Bring forward any obstacles faced to leadership for assistance and guidance.

• Special Projects:

  • Plan and execute special manufacturer projects within set deadlines.

• Administrative Support:

  • Manage personal email folders and market-related emails in a timely manner.
  • Answer scheduling questions for both customers and technicians via phone.
  • Review daily reports and take necessary actions to address any discrepancies or issues.

• Customer Service Excellence:

  • Strong desire to provide excellent customer service with a proactive and positive approach.
  • Creative and resourceful in handling customer concerns or unique challenges.

• Organizational & Multi-tasking Abilities:

  • Exceptional organizational skills with the ability to manage multiple tasks efficiently.
  • Able to prioritize and reprioritize tasks based on urgency and importance.
  • Strong attention to detail, ensuring nothing is overlooked in service scheduling or customer communication.

• Communication Skills:

  • Excellent verbal and written communication skills, both with customers and internal teams.
  • Ability to effectively explain complex information clearly and concisely.

• Time Management & Flexibility:

  • Strong sense of urgency and adaptability in meeting deadlines.
  • Works well under pressure and can adapt to a dynamic, fast-paced environment.
  • Flexible and able to work with changing priorities, adjusting scheduling as needed.

• Other:

  • Patience and endurance to remain behind a desk, managing calls and emails all day long.
  • Ability to handle a high volume of inbound and outbound communications efficiently.

• Previous experience in customer service or dispatching is a plus.
• Strong desire to work in a fast-paced, customer-centric environment.
• Proficient in basic office software and communication tools (email, phone systems, scheduling software, etc.).
• Ability to remain calm and professional when handling escalations or urgent issues.

• Growth Opportunities: You will have opportunities to grow within the company, enhancing your career through skill development and internal advancement.
• Dynamic Work Environment: Work in a fast-paced, team-oriented environment with a focus on customer satisfaction and operational excellence.
• Competitive Benefits: Enjoy a comprehensive benefits package, including health benefits and retirement savings options.

Apply Today!
Join Allied Mechanical, A Smart Care Company, where you'll play a crucial role in ensuring our technicians are routed efficiently, customer expectations are exceeded, and the team operates smoothly!

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care's application or hiring process due to a disability, please contact the Human Resources department at HR@smartcaresolutions.com.