Be engaged with the dispatch team and be able to set a clear example of the high expectations of the dispatcher role
Successfully build rapport with technicians and field leadership by being engaged, communicating, and collaborating for the betterment of the customer as well as service level agreements
Assume overall responsibility for all tasks performed by the dispatch team daily
Deliver performance feedback while utilizing proper coaching techniques to every dispatcher in a 1:1 setting
Thrive in a demanding, fast paced, multi-tasking environment
Effectively work cross-functionally with other departments (HR, Billing, IT, etc.)
Successfully lead both onsite and remote dispatch team members
Effectively communicate and collaborate with peers and all levels of management
Successfully lead any assigned projects or initiatives
Perform any other duties assigned by manager(s)
Participate in and lead training for career development, safety and maintaining required certifications
Conduct and support client engagement activities to strengthen our relationships with our clients and increase our understanding of their needs
Organizational Core Competencies
Perform all duties with integrity, safety and a professional mentality
Promote a positive and inclusive work/team environment
Communicate all program deficiencies and improvements
Report all non-conforming work
Ensure effective communication
Demonstrate discretion, confidentiality and good judgement when dealing with sensitive company, personnel and client information
Foster collaboration and communication
Education Requirements
High School diploma or equivalent
Years of Experience
2+ years of experience in dispatch preferred
2+ years of experience leading a team in a customer service and/or SLA driven environment
Experience leading both onsite and remote teams preferred
2+ years of experience in a customer service-oriented role required
General office experience preferred
Systems
Intermediate level experience with Google and Microsoft Office Suite products (Excel, PowerPoint, Word)
Experience with Workday preferred
Experience and/or ability to learn unique and proprietary software
Previous SAP or CRM experience preferred
Licensures/Training Requirements
NA
Soft Skills
Excellent organizational, communication and leadership skills, including a demonstrated ability to lead multi-discipline teams and motivate others
Ability to interface with cross-functional teams and all levels of personnel/management
Strong problem solving and analytical skills
Able to work independently, managing multiple responsibilities (i.e., self-starter, self-motivated)
Solid organization and time management skills
Effective verbal and written communication skills
Ability to think and act strategically, logically, and proactively
Strong writing and presentation skills
Resourcefulness, flexibility, and resiliency to operate in a dynamic work environment
Must have a genuine passion for customer service as well as to develop that passion within your team
Schedule/Essential Physical Functions Disclaimer as applicable
The schedule and essential physical functions 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 disability to perform the essential functions.
While performing the duties of this job, this position may require the individual to work rotating shifts assignments, weekends, holidays, and overtime as needed. Standby and on-call duty is required, and the individual must be able to respond to the facility within one hour. Some shifts will require working alone
Must have the ability to lift 50-60 pounds using company-provided equipment
2+ years of experience leading a team
Sitting for long periods of time (3-4 hours)
Working in front of computer screens for up to 8-10 hours.
Ability to climb stairs, ladders, and work from heights
Travel
Limited travel required (less than 10%)
On-call work and limited weekend travel or work may be required.
Safety/Drug Screening
Capability to pass background checks and initial drug screening
Valid driver’s license
About Smart Care
Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.
Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care’s application or hiring process due to a disability, please contact the Human Resources department at HR@smartcaresolutions.com.
