Dispatcher

Who We Are
For over 15 years, Advanced Commercial has served the Atlanta Metro and the Southeast USA as a trusted Commercial Refrigeration, HVAC, Electrical, and Appliances Contractor. Our customers are the premier brands in the food, beverage, and biomedical industries, and they count on us as their one-call solution for keeping their facilities, plants, and equipment up-and-running 24/7. Repairs, remodeling, or new construction: we do it all. See more here. Click to view

What We Need
We are seeking a Dispatcher with Advanced-Excellent English to work remotely
Position is considered an integral part of the Office team
Successful applicant will be a problem solver, careful about the details, and honest
You will be working with a remote team of other assistants located in the Philippines
You will report directly to the BPO Manager.

What You’ll Be Doing
Monitoring alarm systems
Communicating with alarm companies and other call centers by phone and email
Communicating with customers and facility managers by phone and email
Communicating with company technicians by phone and email
Determining which technician is appropriate for dispatching to call
Dispatching technicians
Monitoring field personnel efficiency throughout the day and making recommendations to supervisors based on findings
Monitoring email and software systems for incoming work orders, and then categorizing and prioritizing them
Assisting field personnel by checking rules of engagement, premise conditions via remote monitoring and equipment maintenance histories
Verifying completion of the previous day’s orders; investigating and taking action on incomplete orders
Data entry for supporting the billing process
Gathering data for reports to ensure that the team gets regular updates on company metrics
Attend Daily Service call meetings
Review Service Calls on ESC Dashboard daily
Review work order notes daily to ensure:
Service Escapes are not occurring
Service calls are properly documented with all required and relevant information
Conduct Dispatch Checkout calls with Service Technicians before they leave a job site using the Dispatch Checkout checklist in order to:
Look for indications of a Service Escape
Confirm service calls are properly documented and photographed and or videoed
Confirm the Root Cause of the problem was found and resolved or a plan was put in place to solve the problem
Confirm that consumed parts are listed
Confirm parts needed information is complete
Monitor part ordering by Technician to make sure it is done

Track ESC Parts priority on the WIP Report for Parts Needed, Parts Ordered in order to:
Escalate delays in ordering or receiving parts
Monitor the PARTIN tab in the WIP Report and use the appropriate process to get the job scheduled as soon as possible.
Support correcting Work Orders in order to insure proper invoicing
Support after action reports for Service Escapes
Timely completion of assigned action items

What We’re Looking For
Work hours: 9-hour shifts per rotating schedule to provide weekend coverage
Time Commitment – 100% focused on our business while working; no side jobs
Experience
Preferred 1 year of experience working remotely for a company in the USA
Preferred 1 year working as a Dispatcher or Customer Service Representative
Skills and Technical Knowledge
Advanced/Excellent English speaker
Ability to read graphs, charts, and tables
Intermediate proficiency in Google Sheets/Google WorkSpace
Personality & Approach to Work
Problem solver
Ability to meet deadlines
Ability to always get the details right
Team player

For interested Applicants, please fill out the application form link below:

Click to view/7EokJ5RcrfsU8Rm6A

NOTE: Only Applicants who filled out the Application Form will be processed.

Thank you.