Bilingual Field Service Dispatcher

The Bilingual CCR/dispatcher supports the day-to-day operations of the company and is a primary point of contact for customers and technicians, particularly in the landscape division. He/she obtains customer information, books calls, and addresses customer concerns. (CCR's) schedule and dispatch technicians to service, install or repair tasks according to their specialty and experience. This role requires the Bilingual CCR/dispatcher to think critically to ensure they are dispatching the best fit technician for the call. They are translating and communicating with the Spanish-speaking crews/workers daily. A successful CCR/dispatcher must have the ability to function as a part of a team and be able to think creatively and critically.

ESSENTIAL DUTIES

Duties of the Bilingual CCR/Dispatch position include, but are not limited to:

1. Memorize and uphold our company Mission Statement and Core Values.

1. Assisting in taking all incoming client calls, recognizing that this is where the client will form their first impression of the company. Good communication with the client is essential! Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated. Have a courteous and pleasant demeanor whether on a phone call or not. Know that courteousness affects other team members’ spirit.

1. Making sure that the phone is answered before the third ring and that the approved company greeting is used each time.

1. Schedule or dispatch workers, work crews, equipment, or service vehicles to appropriate locations, according to customer requests, specifications, or needs using Service Titan and/or Teams

1. Debrief technicians after each call and make sure they collected payment.

1. Confer with customers or supervising personnel to address questions, problems, or requests for service or equipment.

1. Receive and prepare work orders/proposals.

1. Translate/Relay work orders, messages, or information to or from work crews and field supervisors, or field inspectors from Spanish to English or vice versa.

1. Record and maintain files or records of customer requests, work or services performed, charges, timecards, expenses, inventory, and other dispatch information in Service Titan

1. Additional duties as assigned.

MINIMUM EDUCATION / EXPERIENCE REQUIREMENTS

1. High school diploma.

1. Some service industry dispatching and time management experience.

1. Strong English and Spanish communication ability, including legible handwriting and translating verbally and in written form.

1. Customer Service experience required

1. Service Titan software experience preferred

1. Excel software knowledge preferred

1. Apple and Microsoft experience preferred

PHYSICAL DEMANDS AND WORK ENVIRONMENT

1. Moderate lifting may be required (15-20 pounds)

1. Ability to work Mon-Fri 8am to 5pm

1. Multi-task in a service center environment with moderate noise level

1. Dress Code – Business Casual

1. Must type a minimum of 40 wpm