Coordinator-Dispatch

Summary

The foundation of our work relies on maintaining strong relationships at the ground level, ensuring quick and efficient resolutions. This role entails providing 24/7 support to convenience stores by dispatching contractors for equipment repairs from a 24/7 call center. It emphasizes customer service and maintenance coordination, necessitating strong relationships with both customers, contractors, and internal teams. Responsibilities include managing maintenance requests, inputting service requests, influencing service agreements, following up on work progress, and communicating with management and callers. Additionally, the role involves handling customer escalations, inquiries, and updates, demanding initiative, multitasking, flexibility with technology, and excellent organizational and communication skills.

Essential Duties and Responsibilities:

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  Responsible for accepting maintenance requests initiated by retail gas stations, dispatching to qualified contractors and managing the work effort to completion.

  
  
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  Required to be logged into the phone system to take all incoming calls into the Dispatch Call Center and input service requests into Service Now.

  
  
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  Work with Maintenance Superintendent to adjust and balance workloads as needed.

  
  
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  Continual monitoring of Service Now emergency board for incoming and open maintenance emergencies for proper handling.

  
  
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  Properly review and vet waiting approved work orders to ensure proper response time has been applied.

  
  
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  Direct work to contractors based on geography and trade.

  
  
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  Positively influence service level agreements and maintenance budget results through efficient contractor management.

  
  
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  Continual follow up on aging work for completion and close out by contractors.

  
  
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  Submit electronic paperwork for capital requests and request quotations for work on higher cost jobs.

  
  
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  Requires polished and professional demeanor for frequent interface with management and external callers while also handling incoming calls into the Dispatch Call Center.

  
  
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  Respond to customer escalations, inquiries and provide updates as needed.

  
  
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  Must have a high degree of initiative and possess the ability to make appropriate decisions independently using sound judgment.

  
  
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  Ability to handle multiple tasks/assignments simultaneously.

  
  
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  Must be flexible and have the ability to adapt to new technology and process changes.

  
  
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  Outstanding organization, interpersonal and communication skills are essential.