Service Dispatcher
Position: Service Dispatcher
Department: Operations
Reports to: Service Manager
Type Salary: Non-Exempt
Revised: October 18, 2024
Overview
Texadia Systems/Texadia Home Technologies, a leading provider of custom commercial technology, Audio Video and custom home automation solutions in Addison, TX, is seeking an organized and detail-oriented Service Dispatcher. This position is critical to ensuring efficient scheduling and dispatching of service technicians to client locations, while maintaining excellent communication with both customers and technicians. This role with support and back up the Service Manager and Service Administrator, cross training in other disciplines.
Essential Duties and Responsibilities
- Manage and coordinate service calls and installations for residential and commercial Service clients.
- Respond to incoming service requests via phone, email, and voicemail, gathering necessary information from clients and assessing the urgency of the request.
- Working with 3rd party Tier 1 Support and managing their ticketing systems on the Texadia side.
- Dispatch service technicians based on skill set, location, and priority of the service call.
- Monitor technician schedules to ensure on-time arrivals and timely job completions.
- Maintain accurate and detailed records of service requests, including technician time logs, job updates, and completion status.
- Communicate with clients to confirm appointment times, provide updates, and address any inquiries or concerns.
- Provide initial troubleshooting support over the phone, email, or voicemail when appropriate.
- Assist in tracking service inventory and ordering parts or equipment as needed for specific jobs.
- Ensure all service operations adhere to company policies and procedures.
QUalifications
- Proven experience as a dispatcher, project management or in a similar role, preferably in the Audio Video or home automation industry.
- Ability to think and work independently.
- Ability to demonstrate planning, organizing and implementing skills which allow the successful completion of a project/service call by a specific due date.
- Excellent written and oral communication skills.
- Strong interpersonal and customer service skills
- Experience in reading/understanding architecture, electrical, structural & AV systems drawings.
- A teachable disposition and a willing attitude towards continuing education.
- Flexibility to work outside the job description when the need arises.
- Extensive experience working in a team-oriented, collaborative environment.
- Analytical and problem-solving/troubleshoot.
- Deductive reasoning skills.
- PC and Network knowledge.
- Self-starter with keen attention to detail.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Strong Data Entry and Administrative/Computer Skills
- Microsoft Office experience – Excel, Word, Power Point, Outlook
- Familiarity with scheduling software and customer relationship management (CRM) systems.
- Technical knowledge of Audio Video systems or home automation products is a plus.
- High school diploma or equivalent; additional certification in customer service or dispatching is preferred.
- Ability to work days, evenings or weekend shifts
- Clean driving record and background check.
Physical Demands
- Sitting, standing, stooping and bending for long or extended periods of time. • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other office equipment.
- Ability to lift and transport moderately heavy equipment (up to 50 pounds). • Ability to climb ladder, scaffolding or transported by lifts.
- Ability to drive/operate a vehicle.
➢ Although most work is performed inside, occasional outside activities daily/weekly/monthly may occur for short periods of time in a seasonal temperature fluctuating environment.
➢ All requirements may be modified to reasonably accommodate individuals with disabilities.
➢ This job description does not list all the duties of the job. You may be asked by supervisors or management to perform other instructions and duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
➢ Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.
Benefits
- Competitive salary based on experience.
- Comprehensive health, dental, vision, life and identity theft insurance. • 401(k).
- Paid time off (PTO) and holidays.
- Opportunities for professional growth and advancement.
If you're looking to join a fast-paced, dynamic team focused on delivering outstanding customer experiences, we encourage you to apply. Submit your resume and cover letter to
Texadia Systems is an equal opportunity employer.
