Service Coordinator (Dispatch) - 1st and 2nd Shift

Three spots available-- One on First (7:00-3:30p) Mon-Fri and some weekend hours on rotating basis. Two on Second Shift (1:00-9:30p) Mon-Fri and some weekend hours on rotating basis. Good benefits when hired on. and good pay progression.

Must have good credit situation, no felonies and ability to work up to 3 weekend shifts a month, in addition to your normal work week schedule.

Ideal Candidate Has Experience in:

- Trucking or Towing Industry

- Dispatch

- Maintenance or Trucking Operations

- Truck Drivers Looking to Get Off The Road

To handle any breakdown occurrence in a professional and timely manner. To work as a team to provide Simplified Solutions and Superior Service to all our customers.

DUTIES AND RESPONSIBILITIES:

• Monitors dispatch queue to timely begin the service process.
• Dispatches of Emergency Breakdowns in established SOP to insure safety compliance.
• Reads customer file which insures proper billing.
• Follows all customer guidelines precisely based on the customer profile; not memory.
• Reaches out to RSC II, Lead, RSC Specialist or Operations Supervisor as a backup for vendor selection process to determine or verify vendor being used.
• Assigns vendor number.
• Follows vendor profile guidelines as listed in the system.
• Communicates all necessary repair info to vendors via phone, text, and e-mail communications.
• Communicates with customer to advise of vendor ETA and all necessary follow up to ensure continued safety.
• Obtains detailed quotes/estimates from vendors when necessary.
• Reports vendors that are not performing or complying directly to CEO.
• Document all aspects of the service event real time.
• Reads/Relays/Follows all informational windows in the Shepherd system.
• Adheres to all Agent Rules to Success that are mandatory compliance.
• Performs other related duties as assigned by management.
• Maintain a 60-point score on ASC (Agent Score Card)

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

COMPETENCIES:

• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork – Must be able to work in a fast-paced environment and as part of a team.

QUALIFICATIONS:

• High School diploma or equivalent.
• At least 6 months relevant work experience.
• Call Center experience preferred.
• Transportation industry experience a plus.
• Basic computer knowledge.
• Excellent typing skills.