Job Description

Dispatcher

Job Category: Customer Service/Dispatch

Schedule: Sunday to Wednesday, 5:30am-4:30pm (4 days, 10 hours)

Pay from $19.00 hourly based on experience, education, skills, training, and certifications

Position Summary:

At The ICEE Company, the World's #1 frozen beverage brand, our constant focus is to provide the best possible service and product offerings to our customers. The Dispatcher position is located ON-SITE at ICEE's La Vergne, TN Support Center. The Customer Service and Support department offers employees an energized and fast paced team environment. In this role you will engage directly with our customers and route and schedule field personnel to ensure ICEE's customer needs are met.

Essential Functions:

• Set goals for performance and deadlines complying with the Company's plans and vision.
• Run Daily reports for area Service Managers
• Routing and scheduling of multiple Field Personnel daily
• Handling priority accounts and managing work volume in each area
• Calling Customer every day with updates and ETA's
• Updating Filed Managers daily with new calls and priority calls that come in
• Communicating with Field Personnel constantly on phones, emails, & PDA
• Routing and re-routing calls sent to Technicians on minute's notice Re-routing technician routes as needed throughout the day based on customer need.
• Closing out high volumes of calls Completing call verification process on all completed service requests to ensure proper billing.
• Parts ordering and tracking daily for calls requiring follow-up
• Manage Public call ins and email/contact appropriate field Director
• Performs other duties as assigned by the Dispatch manager

Competencies:

• Strong decision-making skills
• Prioritize excellent time management to drive a positive and productive daily workflow.
• Customer relations, interpersonal relationships, team relations, and service.
• Excellent organizational and time management skills.
• Must be a self-starter with the ability to lead a Service Region to accomplish team goals.
• Great oral and written communication skills.
• Proficient with all aspects of Microsoft Office (Word, Excel, PowerPoint).
• Drive call center KPIs.
• Ability to multi-task in a fast-paced department with the ability to follow through with each task given
• Ability to work in a Team Environment and assisting fellow co-workers when needed
• Ability to adapt to ongoing changes in procedures and policies
• Able to process high volumes of work daily with a positive outcome
• Strong knowledge in map reading with the understanding of routing calls

Education and Experience:

• Prior role dispatching service techs with a minimum 1 to 2 years' experience is preferred.
• Demonstrated problem-solving skills and analytical skills.
• Excellent customer service skills, communication skills, and interpersonal skills.
• Track record of meeting or exceeding department performance goals.

ICEE offers its Employees:

• Paid holidays, sick time and Paid vacation
• Birthday Holiday (Must be used within Employee Birthday Month)
• Medical, Dental, Vision Insurance
• Employee Stock Purchase Program
• Life Insurance
• 401 (k) Plan

and much more!!!

we're a Nationwide company that is rapidly expanding Globally. ICEE has offices in Canada and Mexico and has emerged into Australia, China, Central America, Europe, and most recently expanded into the Middle East.

EEO Statement

ICEE is an equal opportunity employer and prohibits discriminatory employment actions against, and treatment of, employees and applicants for employment based on actual or perceived Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, national origin, ethnicity, alienage, religion or creed, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability or veteran's status, sex offenses, prior record of arrest or conviction, genetic information or predisposing genetic characteristic, status as a victim or witness of domestic violence, sex offenses or stalking and unemployment status.

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