Dispatcher, After Hours at ACCO Engineered Systems

Sacramento, California, United States -

Full Time

Start Date

Immediate

Expiry Date

24 Apr, 26

Salary

26.0

Posted On

24 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Data Entry, Analytical Skills, Problem Solving, Microsoft Windows, Google Products, Communication Skills, Detail Oriented, Organizational Skills, Multitasking, Accuracy, Proactivity, Perseverance, Engagement, Motivation, Technical Curiosity

Industry

Description

General Job Description: Under the direction of the Business Processes Manager, this position acts as the primary customer interface by receiving all after-hour calls and maintaining an accurate scheduling system and maintaining the customer and technician communication systems. Supervises: N/A Essential Duties & Responsibilities Provide exceptional customer service to internal and external customers by conducting intake and assessing the nature of the call, assigning and dispatching the call to a service technician and documenting the disposition and resolution on the system and monitoring call status in real time. Placing timely requests for service as requested by customers Identify the nature of the call by collecting necessary and relevant details. Assess and assign service calls to the appropriate area service technician. Document problems in the system and transmit to technician’s mobile device any/all call detail, history, and level of urgency. Monitor the change of status of all calls on the electronic dispatch board. Monitor the outstanding work orders and maintenance orders ensuring timely completion Interface with field supervision on any/all conflicts in requests for service, repeated callbacks or customer issues requiring their attention. Interface with ACCO’s non-service departments placing requests for service to assure a timely response and that the work schedule is updated. Close out completed work orders, reconcile time applied, verify resolution and prepare for billing. Transfer dispatch operations to the next shift end and verify handoffs. Monitor the Tech Time Emails and make the necessary adjustments to the Technician’s hours. Monitor the Schedule board to clear up any appointments in the status of Dispatched, Open or Declined. Review the maintenance WIP for completed jobs and close out the costs. Other tasks as assigned by supervisor or upper management. Position Requirements (Skills, Knowledge, Abilities): HS Diploma or equivalent Ability to handle multiple phone lines in a hectic, fast paced environment. 2-3 years of data entry with dispatch ticketing system Analytical and problem solving skills Proficiency with Microsoft Windows environment & Google products Excellent writing and verbal communication skills A driven self-starter with a strong work ethic that can take the lead on initiatives and follow-through on commitments. Detail oriented. Very organized with demonstrated ability to multitask Ability to maintain 99.9% accuracy in all transactions ACCO Competencies: Proactivity / Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one’s level / position and with minimal supervision. Perseverance: Shows the wherewithal to fight for difficult goals despite challenges and to bounce back from adversity. Insight: The ability to gather and make sense of information that suggests new possibilities. Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people. Likeability: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner. Big Picture: Understands and contributes to organizations’ short- and long-term business strategy. On a personal level has independently developed a vision for short- and long-term career success. Motivation / Dedication: Commits to excellence in pursuing unselfish goals. Initiates action with collective goals, takes responsibility, and shows personal humility. Technical Curiosity / Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feedback; demonstrating an openness to learning and change. Problem-Solver: Ability to identify, analyze, and solve a problem in support of personal, group, department, or organizational objectives. Physical Requirements: (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.) The employee may occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision and distance vision. The auditory/hearing abilities required by the job include ability to hear customers calling by telephone. While performing the duties of this Job, the employee is regularly required to sit for prolonged periods, stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is regularly required to walk and sit. Regular and routine attendance is required. Hours: This is a non-exempt position available Monday to Sunday, beginning between 7:00 pm and 7:00 am and ending with one hour for lunch. Eight hours per day is required and occasional overtime may be necessary per business needs. Competitive Wages: $23.00 to $26.00 per hour. Applicants please note that actual compensation is determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location, among others. The offered wage or salary is only one aspect of an employee's total compensation. #ACCO #LI-MM1 Why join ACCO? ACCO Engineered Systems is one of the largest mechanical contractors in the country. Since 1934, owners and builders have selected ACCO to design, install, and maintain more than 250,000 mechanical projects. ACCO is dedicated to the design, fabrication, installation, maintenance and service of commercial and industrial HVAC, refrigeration, plumbing, process piping, and building automation systems. Whether your project is a low or high-rise office building, a shopping mall, hospital, semi-conductor fabrication facility or pharmaceutical manufacturing plant…ACCO can design, build, install, and maintain a mechanical system to meet your needs. Here at ACCO, we are a part of something bigger. Just ask our customers: California Academy of Sciences, L.A. Live, and San Francisco 49ers Stadium. While we have been around for 80+ years, we continue to grow at a dynamic pace. And we are looking for talented individuals to join our team. What's great about working at ACCO is that we’re a big enough company to be the leader in HVAC mechanical contracting in California and the Southwest U.S., but as a 100% employee-owned ESOP, we’re a private company with a family-oriented feel. Several of our employees have worked at ACCO for twenty-five, thirty, and even over forty years! Together, the employees of ACCO are comprised of intelligent, dedicated, and entrepreneurial team members who put customers first and enjoy what they do. ACCO IS AN EQUAL OPPORTUNITY EMPLOYER AA M/F/V/D. We proudly hire U.S. Military Veterans, and those qualified are encouraged to apply. Equal Employment Opportunity is The Law.|Pay Transparency Nondiscrimination Provision ACCO will consider qualified applicants with criminal histories for employment.

Responsibilities

The Dispatcher acts as the primary customer interface by receiving after-hour calls, dispatching service technicians, and maintaining communication systems. They also monitor call statuses and ensure timely completion of service requests.