Job description

Our Central Dispatchers evenly and efficiently distribute workloads amongst the Guardian Field Technician staff utilizing various software applications, including but not limited to: Mastermind, routing software (OFSC – Oracle), JDE, and GPS Fleet applications. Effective management and maintenance of work schedules is crucial as Guardian continually strives to rank highly among the most prominent low-voltage providers in the country. R&L 1 agents work to ensure the deliverance of best-in-class support to company field technicians, business partners, customers, and to other internal employees/departments, while serving as “eyes-on-glass” agents dedicated to managing field technicians’ assigned activities, while meeting and exceeding customer experience expectations.

Responsibilities:

• Manage, assign & route appointments for service and new system installations
• Monitor technician routes throughout the workday. Identify cancellations, available capacity, late running techs, and other dynamic conditions. Take action to assign/reassign work to meet customer commitments and maintain a utilized team.
• Contact customers to schedule or adjust appointments based on customer requests or as a result of intra-day scheduling changes
• Handle incoming calls from customers, field technicians, third party subcontractors, and other internal departments.
• Respond to any electronic inquires or service requests
• Work assigned follow up and action queues including but not limited to: Technician ETA requests, earlier service/priority service requests, technician communication actions, emergency service actions and requests, as well as same day schedule changes/adjustments
• Other tasks and duties may also be assigned as needed

Qualifications:

• Customer service or dispatching experience a plus
• Strong communication and data entry skills required
• Attention to detail and ability to work independently needed
• Ability to read maps required
• Applicant must also handle multiple assignments and be able to meet deadlines and work well under pressure.
• Individual should have a proficient knowledge of Microsoft Word, Excel and Outlook.
• Individual must be adaptive to, and supportive of change.
• High School Diploma or equivalent

Critical Performance Metrics:

• Meet and maintain department/organization service level goals, as it pertains to incoming phone and ACD activities
• Meet and maintain department/organization goals relevant to the customer experience, including but not limited to:
• Technician commitment/ETA compliance
• First time fix
• Customer relationship management (i.e. special requests, return trip coordination, etc.)

• Meet and maintain department/organization goals relevant to technician productivity and overall efficiency, including but not limited to:
• Technician utilization
• Travel time efficiencies
• Limited unabsorbed/nonproductive time
• Coordinate availability aligned with company SLA and Days Out (CRM) standards

Compensation & Benefits:

• Your hard work and professional dedication will be rewarded with competitive compensation and a full benefits package that is effective on your first day of employment.

For immediate consideration, all qualified candidates should apply today!

Job Type: Full-time

Pay: $19.00 - $21.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Dispatching: 1 year (Preferred)

Work Location: One location

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