Dispatch technician job description

Pacific Office Automation is the largest independently-owned document imaging and technology dealers in the nation. Since 1976, we have grown to over thirty branches located in ten western states: OR, WA, CA, AZ, NM, NV, UT, ID, CO, & TX. With over 40 years of success in office equipment and technology sales/service, our growth and reputation have afforded us great relationships with top manufacturers such as Canon, Sharp, Konica Minolta, HP, Ricoh, Lexmark, and many more.

At Pacific Office Automation, you will find an amazing technology company full of growth opportunities, great benefits, and passionate coworkers who aim to help you succeed. Among our company goals, we aim to be a long-term employer. That means providing employees with the training and certification they need to keep up with the fast-changing technology of our office machines, devices, and software. At POA, we believe that all voices can and should be heard, regardless of seniority or tenure.

Pacific Office Automation is seeking an IT Dispatcher with strong customer service skills and administrative abilities at our Beaverton, OR office.
* Answer incoming support calls.
* Create support tickets on behalf of customers.
* Identify and escalate issues to Helpdesk.
* Document all call information according to standard operating procedures
* Use basic computer applications.
* Communicate with customers, technicians, and salespeople.
* Schedule service calls.
* Meet monthly service goals.
* Recognize, document, and alert the management team of trends in customer calls.
* Route calls to appropriate resources.

Qualifications

* Strong phone and verbal communication skills along with active listening.
* Proven ability to multi-task and work under fast-pace environments while maintaining accuracy.
* Ability to calmly handle stressful situations.
* High attention to detail and strong organizational skills.
* Computer and customer service skills.
* Must have strong written and verbal communication skills.
* Must know how to use Microsoft Word and Excel.
* Bi-lingual is a plus+

Experience

* 1-2 years of previous dispatch experience and/or call center agent with IT customer support service experience.
* Experience using IT Ticketing Support systems.
* Experience using Unified Communications for business solutions. (Call Handling)

Benefits

* Medical/Dental/Vision/Life insurance plans
* FSA/HSA programs
* 401K aggressive company match
* PTO, Vacation, Sick Leave

Our Commitment to Diversity and Inclusion

Pacific Office Automation is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, gender, sexual orientation, gender expression or identity, age, religion, veteran status, or any other characteristic protected by law. We celebrate our employees differences because we know that diversity makes us stronger.

*LOGISTICS ADMINISTRATOR - N CHESTERFIELD, VA - ROTATING SHIFT*

*Provides administrative support for 24/7 emergency response to the railroad industry.*
*Responsible for ensuring accurate and timely dispatching of field crews in response to emergency calls for lifting/recovery and other specialty services. Obtains accurate travel permits for OS/OW equipment. Ensures accurate/ efficient transmission and recording of data/information related to man-hours, materials and equipment for jobs/contracts/emergency services in order that customer billing processes will be timely and inclusive of all labor/materials/equipment.*

* Answers and routes all in-coming phone calls.
* Utilizes Excel, SharePoint, and Vista (or other software) to capture and record data.
* Performs administrative tasks in accordance with standard procedures including set-up of work orders, job files, etc.
* Obtains transportation permits for over-weight and over-sized vehicles/equipment while meeting Cranemasters performance standard of a 1 hour in response time.
* Works with emergency response crew leaders to identify and select most efficient routes for movement of trucks, equipment and response crews.
* Maintains job logs including process/work performance updates for documentation of WIP (work in progress), material usage, recording hours of use for equipment/vehicles, etc.
* Relays information between all parties (Customers, Cranemasters team members, emergency response agencies, etc.) and seeks opportunities to facilitate work accomplishment in the field.
* Participates in weekend and holiday duty rotations. On-call as directed in order to meet 24/7 emergency response and operational needs of the company.
* Other duties as required.

* Solid work ethic and orientation for the provision of outstanding customer service.
* High School Diploma or GED supplemented by training/education that would be the equivalent of an associate degree.
* Strong administrative and organization skills, proficient level of computer and key-boarding skills and the ability to communicate clearly and professionally.
* Previous work experience in logistics, dispatching, transportation, heavy construction, or call center environment preferred.
* Ability to read maps, understand routing, and obtain permits for over-weight or over-sized equipment/trucks.
* Must be a team player with the ability to work with others to meet goals and objectives.
* Must be able to read, write and speak English.
* May be required to fill-in for team members on nights, weekends and/or holidays during vacations or other time off. May be called upon to provide coverage in emergency situations in the event another team member has an emergency.
* Preference for knowledge of D.O.T., FMCSA, and FRA regulations.
* Must project positive and professional image to customers, co-workers, work crews, and public.
* Strong attention to detail is a must.

*Physical Demands: *

* Ability to answer phones to assist customers, answer questions, dispatch crews and communicate information with direct impact on operations and emergency response situations.
* Working extended hours.
* Ability to perform tasks and multi-task under stressful conditions.
* Occasional bending, twisting, stooping, standing, and / or walking.
* Walking / carrying / lifting items associated with normal office work (not to exceed 20 lbs.)

NOTE: Cranemasters is a 24/7 emergency service provider to the railroad industry and as such, our employees are subject to work outside of normal working hours including nights, weekends and/or holidays.

Job Type: Full-time

Pay: $18.00 - $24.00 per hour

Benefits:
* 401(k) matching
* Dental insurance
* Flexible spending account
* Health insurance
* Health savings account
* Life insurance
* Paid time off
* Parental leave
* Referral program
* Vision insurance

About Us:
HOMEPRO is the largest provider of low voltage & high voltage products to the New Home Builder Industry. We provide security wiring, CCTV, structured wiring, audio/video systems, Home Automation systems (specializing in Savant and Clare). We even have a high voltage division offering wiring solutions to the Home Builder Industry. We offer on the job training and manufacturer training certifications. HOMEPRO is a well-established company operating in Dallas, Houston, Austin and San Antonio. We have been in business for over 20 years. We have an A+ rating with the Better Business Bureau. With our forward thinking we are experiencing tremendous growth. If you are looking for a company where you can grow you have found it!

Our benefits include:

• Full-time position
• 401K with company match
• PTO and Paid Company Holidays
• Employee Discounted Monitoring Plan
• Benefits after 60 days
• Free Gym onsite
• Advancement Opportunities

*emergency/911 dispatch are NOT encouraged to apply.



Technician dispatchers are encouraged to apply.




Job Summary:
Are you a self-starter with dispatching experience who exceeds customer service expectations? We would love to have you become a respected member of our team! You will drive success with a goal of improving customer satisfaction. If you want a career where your direct influence and opinions matter, then consider working for us. You will experience the excitement of fostering team unity as you work in close collaboration with management and fellow team members to create positive working relationships.


Job Responsibilities:

• Optimize daily routes and maintain contact with the technicians throughout the workday.
• Answer all incoming phone calls.
• Update customers throughout the day on the technician’s progress.
• Cultivate strong relationships with technicians and customers to reduce the stress that comes with last minute schedule changes.
• Ability to multi-task.
• Other dispatching duties as needed.

Required:

• A Minimum of one-year experience with field technician dispatching.
• Superb customer service, communication and self-management skills.
• Must be able to work a flexible schedule that includes evenings, weekends and holidays.
• Strong knowledge of the roadways throughout the immediate area.
• Ability to work in a team environment in high pressure situations.
• Strong written and oral communication skills are essential.
• High school diploma/GED required.
• Strong computer skills.
• Pass a background check and drug screen.

Preferred:

• Bilingual.