Facilities Performance Group

JOB SUMMARY:

Dispatchers are responsible for interacting with clients Worldwide via radio, paging and telephonic communications. Receives incoming calls, questions the caller to determine the nature of the call and records pertinent data necessary to expeditiously respond to the problem. They operate two-way radio equipment and computers and various alarm systems. Dispatchers are monitored for call quality, lost calls, call frequency and call waiting time.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

Other duties may be assigned.
1) Talks with clients by phone, radio or in person and receives requests for service on a variety of maintenance and information-related matters.
2) Records time of service call/request, the time it was dispatched and location and description of the problem.
3) Verbally contacts mechanical personnel over radio and electronically via the IMS to give information and directions regarding service repair requirements.
4) Monitors fire alarm systems, winter operation conditions, and crisis and electric utility hot lines. Dispatches and advises appropriate response personnel of emergency and weather conditions.
5) Assists in new employee and on-the-job training for the other dispatch positions.
6) Monitors and advises dispatched personnel on safety issues pertaining to the work requests.
7) Works overtime to ensure coverage during non-standard flight schedules and inclement weather conditions.
8) Performs general housekeeping of the call center at the end of the shift (i.e., removing trash, sweeping floors, etc.).
9) Needs to be able to type 35 words per minute.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

High school diploma or general education degree (GED) preferred. A minimum of two (2) years of related customer service experience or equivalent combination of education and experience preferred but not required.

Language Skills:
Ability to read, write and speak fluent English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals Ability to write simple correspondence.

Mathematical Skills:
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percentage.

Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.