Armstrong Group
Central Dispatcher
Armstrong Group, Warrendale, Pennsylvania, us, 15096
What's in it for you :Attractive compensation packageComprehensive benefit package starting day 1Opportunity to grow within the companyThe chance to be part of a Top 10 company and high-energy employee cultureWhat You'll Be Doing:
Manage, assign & route appointments for service and new system installationsMonitor technician routes throughout the workday. Identify cancellations, available capacity, late running techs, and other dynamic conditions. Take action to assign/reassign work to meet customer commitments and maintain a utilized team.Contact customers to schedule or adjust appointments based on customer requests or as a result of intra-day scheduling changesHandle incoming calls from customers, field technicians, third party subcontractors, and other internal departments.Respond to any electronic inquires or service requestsWork assigned follow up and action queues including but not limited to: Technician ETA requests, earlier service/priority service requests, technician communication actions, emergency service actions and requests, as well as same day schedule changes/adjustmentsOther tasks and duties may also be assigned as neededWhat You'll Need:
Customer service or dispatching experience a plusStrong communication and data entry skills requiredAttention to detail and ability to work independently neededAbility to read maps requiredApplicant must also handle multiple assignments and be able to meet deadlines and work well under pressure.Individual should have a proficient knowledge of Microsoft Word, Excel and Outlook.Individual must be adaptive to, and supportive of change.High School Diploma or equivalentCritical Performance Metrics:
Meet and maintain department/organization service level goals, as it pertains to incoming phone and ACD activitiesMeet and maintain department/organization goals relevant to the customer experience, including but not limited to:
On time arrivalSame Day CompletionCustomer relationship management (i.e. special requests, return trip coordination, etc.)
Meet and maintain department/organization goals relevant to technician productivity and overall efficiency, including but not limited to:
Technician utilizationTravel time efficienciesLimited unabsorbed/nonproductive timeCoordinate availability aligned with company SLA and Days Out standards
Who We AreThe Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.
Armstrong is an Equal Opportunity Employer.
Manage, assign & route appointments for service and new system installationsMonitor technician routes throughout the workday. Identify cancellations, available capacity, late running techs, and other dynamic conditions. Take action to assign/reassign work to meet customer commitments and maintain a utilized team.Contact customers to schedule or adjust appointments based on customer requests or as a result of intra-day scheduling changesHandle incoming calls from customers, field technicians, third party subcontractors, and other internal departments.Respond to any electronic inquires or service requestsWork assigned follow up and action queues including but not limited to: Technician ETA requests, earlier service/priority service requests, technician communication actions, emergency service actions and requests, as well as same day schedule changes/adjustmentsOther tasks and duties may also be assigned as neededWhat You'll Need:
Customer service or dispatching experience a plusStrong communication and data entry skills requiredAttention to detail and ability to work independently neededAbility to read maps requiredApplicant must also handle multiple assignments and be able to meet deadlines and work well under pressure.Individual should have a proficient knowledge of Microsoft Word, Excel and Outlook.Individual must be adaptive to, and supportive of change.High School Diploma or equivalentCritical Performance Metrics:
Meet and maintain department/organization service level goals, as it pertains to incoming phone and ACD activitiesMeet and maintain department/organization goals relevant to the customer experience, including but not limited to:
On time arrivalSame Day CompletionCustomer relationship management (i.e. special requests, return trip coordination, etc.)
Meet and maintain department/organization goals relevant to technician productivity and overall efficiency, including but not limited to:
Technician utilizationTravel time efficienciesLimited unabsorbed/nonproductive timeCoordinate availability aligned with company SLA and Days Out standards
Who We AreThe Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.
Armstrong is an Equal Opportunity Employer.