The purpose of the Dispatcher is to administer and allocate orders to field services representatives in his/her designated locations. Basic Information:
- Entry Level
- Day Shift
- Monday - Friday
- Rotating Saturday
- Pay rate: $18-$20
- Lanham, MD
Task Specifics are comprised of the following:
- Dispatch large volume of unassigned service work orders to Field Service Reps through real-time dispatching system.
- Interface orders to the appropriate Area and Field Service Representative through the OneMDS system.
- Follow-up with service work orders to ensure that all Field Service Personnel are working at a steady pace and orders are expedited in a timely manner to make certain that the Field Reps are being productive and efficient.
- Insure that all Field Service Reps have expedited all assigned orders prior to logging off OneMDS system.
- Log and track inbound calls and issues from Field Service Reps.
- Log and track all service work orders that are referred to database.
- When possible correct incomplete work orders before client processes.
- Provide congestion management to prevent overflow of unassigned work units.
- Communicate to Management and Field Supervisors all incomplete work units that are required to be re-distributed due to improper coding and/or attempts.
- Escalate to Management issues that will/are impact operations.
- Develop a clear understanding of the Pepco database and OneMDS interface to address customers' issues and complaints.
- Assist with the input of data into the Safety and Health data base, including weekly and monthly field audits.
- Abide by, convey, and adhere to company policies, rules, and regulations. Adhere to confidentiality policies and agreements.
- Perform general office duties and tasks as require by Management.
- Strong knowledge of Microsoft Office applications, with proficiency in Excel and Word/PowerPoint.
- Must be willing to work rotating shift weekend schedule and be available for overtime work when required.
Qualifications
- High school diploma or equivalent required
- Ability to utilize office equipment.
- Proficient in Windows-based computer environment, specifically in, Excel, Word/PowerPoint.
- Must have high standards of accuracy, detail-oriented, and organizational skills with emphasis in time management skills.
- Work in a fast-paced short time frame environment with the ability to concentrate while amid distractions.
- Ability to multi-task.
- Excellent interpersonal/communication skills, effective decision-making and problem-solving skills.
- Clear and articulate verbal communication skills to convey critical information to the field via the phone.
- Maintain positive working relationships with all employees. Must be able to work independently, as well as within a team environment.
Experience & Language Requirements
- Proficient in Windows-based computer environment, specifically in Word and Excel
- Must be able to create and work in Excel spreadsheets. Experience and understanding of Excel spreadsheets tracking is preferred.
- Excellent interpersonal, verbal and written communications skills and attention to detail is required.
Education
- High school diploma or equivalent required