Dispatcher 
Little Rock, Arkansas

$20/hr.-$28/hr.

Position Summary:

To coordinate appointments for technicians at customer sites to maximize productivity and be the liaison between the company, technician and customer. Deliver exceptional customer service reflective of Hiller’s values.

Job Responsibilities:

• Dispatch technicians to service calls and maintain technician schedules.
• Prioritize calls according to customer and/or operational need.
• Coordinate and maintain on call schedules for technicians and after hours procedures.
• Schedule calls, enter service calls, and debrief with technicians.
• Maintain complete, accurate and updated information in the customer database.
• Maintain communication with technicians via phone or online.
• Contact customers if there is a delay in there scheduled time.
• Perform administrative duties to assist with the overall efficiency of the operation.
• Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.
• Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.
• Address all concerns, questions and problems from customers and technicians. Utilize clear communication to manage conflict resolution.
• Participate in all company sponsored training classes.
• Maintain a courteous demeanor with customers and associates at all times.
• Maintain a professional image at all times by wearing company approved apparel.
• Abide by all standards of performance and ethics.
• Follow all safety policies and procedures.
• Perform other duties as assigned.

Knowledge, Skills and Abilities:

• Minimum of 2 years prior industry experience in dispatch and coordination preferred.
• Basic computer skills including Word, Excel, and any other software used by the company.
• Attention to detail and follow-through.
• Ability to perform multiple tasks in a fast-paced environment
• Exceptional interpersonal and communication skills both written and verbal.
• Function in a team environment.
• Geographical knowledge of service area and/or map reading skills.

Education/Certification Requirements:

• High School diploma or GED required.

Working Conditions:

• Regularly spends long hours sitting and using office equipment and computers (80% of the time) in a cubicle office environment.
• Spends a majority of the work day on the telephone interacting with technicians and customers.

Physical Requirements:

• Occasionally lift 5-10 pounds.
• Have good visual acuity and sufficient auditory functioning to operate computer-aided call management hardware, software and communications equipment.
• Ability to work extended hours, nights or weekends.