The Dispatcher is a high-performing position with several tasks occurring at the same time.
This position requires an individual who has a strong sense of urgency. Responsible to respond to all technical/operational service requests. The position will manage requests from multiple channels of communication for urgent and non-urgent service requests. Establish priorities, dispatch technicians and effectively communicating with Clean Energy customers and internal stakeholders the status of the site. Works closely with maintenance planners, field service support, field technicians and / or Operations management to ensure that issues are resolved in a timely manner.
Essential Duties and Responsibilities
Responsible to receive, evaluate and manage emergency or non-emergency service requests from customers, technicians or sites through different communication channels. Ability to communicate and prioritize issues surrounding the equipment at each location.
Ability to establish priorities, use independent judgment and escalate critical matters to appropriate parties or management when necessary. Follow standard operating procedures to ensure that all actions conform to the protocols set within the Call Center guidelines and/or the customers contracted service level agreements (SLA).
Must be empathetic and calm under pressure. Be able to understand and accurately communicate the situation and level of urgency to the technician or field management.
Have the ability to function within Field Service and Customer Relationship software. Display strong multitasking, computer and data entry skills.
Have strong phone communication skills. Communicate effectively, verbal and written. Effectively write professional emails, texts and chats. Be well versed, cordial and communicate professionally at all times.
The position may work onsite or remote during regular business hours, after hours, weekends and some holidays within a 24/365 Call Center. Periodic travel – 10%-25% to local CNG and LNG stations.
Demonstrate forward-thinking skills to create a win-win for all stakeholders.
Other duties as assigned.
Skills: Experience dispatching and an understanding of mechanics and compressor operations. Must possess a strong work ethic and must be extremely detail oriented. Strong typing skills (at least 45-50 wpm) and familiar with Microsoft Dynamics programs, Field Service Operations.
This position has no supervisory responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
College degree and 3 years related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Proficient in Microsoft Office applications. Previous experience with dispatching, field service or maintenance management systems is a plus.
Certificates, Licenses, Registrations
Certified Training will be provided and is a requirement.
To perform the job successfully, an individual should demonstrate the following behaviors:
Quality: Consistently produces high quality work (accurate, neat, and thorough). Strives to improve productivity, processes and quality. Demonstrates strong knowledge and skills related to the job. Presents a professional image with dress, demeanor, and manners. Maintains clean work space, company equipment and company vehicles. Safety is a high priority; performs job safely.
Communication: Communicates clearly, concisely, effectively, professionally and timely.
Exhibits good listening and comprehension skills. Keeps others appropriately informed and shares ideas even when unpopular. Listens to what others have to say. Maintains open and active communication with colleagues. Effectively uses knowledge and experience in asking, probing, and anticipating issues to ensure quality is provided.
Teamwork: Fosters the spirit of working with each other. Displays respect, courtesy, politeness, tact, and openness. Handles conflict in an appropriate and professional manner. Builds relationships, promotes cohesiveness, models collaboration with others. Considers impact and issues for our customer and other departments. Engages other impacted departments early for solutions.
Persistence: Develops workable alternatives and solutions. Exhibits persistence in following assignments through to completion. Promotes process improvements.
Reliable: Responds in a timely manner. Is honest, ethical, value-driven and trustworthy. Keeps commitments made, completes assignments and meets deadlines. Accountable--Takes responsibility for own actions and performance. Meets attendance and punctuality guidelines. Available and accessible.
Entrepreneurial: Takes initiative and appropriate action. Is engaged and committed to achieving the company’s mission. Pursues better ways to get things done and takes appropriate risks. Keeps up to date with competitor information and market trends. Controls costs and thinks in terms of profit, loss and added value. Is committed to the satisfaction of customers.
Leadership: Provides clear direction around a vision. Creates actionable plans and is proactive & anticipatory. Demonstrates innovative approaches and solutions. Is an example for employees and others. Accepts responsibility for individual and team performance. Makes appropriate and timely decisions and takes action on decisions. Sets clear and reasonable performance expectations. Motivates and empowers others. Delegates tasks appropriately. Recruits staff of a high caliber. Provides feedback to subordinates that is timely and direct. Recognizes subordinates for their contributions and effort. Encourages continuous growth and learning in others. Shows respect for others and their ideas. Helps others manage through change.
Passion: Is excited and creates enthusiasm about the company’s future. Promotes a sense of company pride. Displays sense of pride in the department and its contributions. Displays passion for the job.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to walk and sit. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Always practice good judgment and refer to the safety guidelines.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Always practice good judgment and refer to the safety guidelines.
The noise level in the work environment is usually moderate.