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Service Dispatcher Job Description

What does a Service Dispatcher do?

A Service Dispatcher is responsible for receiving and coordinating service requests for a company’s technicians or service team. They prioritize and dispatch work orders to the appropriate technician or service team member, assign tasks based on proximity and skill set, and track progress to ensure that all service requests are completed efficiently and accurately. Service Dispatchers also ensure that all customer inquiries and complaints are addressed promptly and can communicate effectively with clients, ensuring high levels of customer satisfaction and loyalty to the company. Overall, a Service Dispatcher plays a critical role in providing support to a company’s service-oriented operations.

Our Service Dispatcher job description includes the Service Dispatcher responsibilities, duties, skills, education, qualifications, and experience.

Service Dispatcher Example

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If you need an example job description for a Service Dispatcher download the one below, alternatively we have many other Transportation and Logistics job description samples and a job description library with over 3000 job descriptions templates that you can download for free.

What does a Service Dispatcher do?

The Service Dispatcher is a vital member of the team, responsible for providing efficient and effective management of customer service requests and enquiries. This role requires excellent customer service and communication skills and the ability to multi-task and remain organized in a fast-paced environment.

The Service Dispatcher will be responsible for:

• Answering incoming calls from customers and responding to their service requests or enquiries

• Logging and managing customer service requests in an accurate and timely manner

• Liaising with technicians to ensure that service requests are scheduled and completed in a timely manner

• Entering customer information into the company database

• Keeping customers informed of the status of their service requests

• Ensuring customer satisfaction with the service provided

• Assisting in resolving customer complaints

• Assisting in other administrative duties as required

Service Dispatcher Role Purpose

The purpose of a Service Dispatcher is to coordinate and manage the scheduling, routing and dispatching of service personnel, vehicles and equipment in order to ensure a timely, efficient and cost effective delivery of services. This role also involves providing customer service support and handling customer enquiries. The Service Dispatcher may also be responsible for maintaining records of vehicles, equipment and personnel, as well as ensuring all safety regulations are followed.

Service Dispatcher Role

A Service Dispatcher is responsible for coordinating the scheduling and routing of technicians, ensuring they are assigned the most efficient routes to service customer requests in a timely manner. They must be organised, have excellent communication skills and be able to work under pressure.

Service Dispatcher Duties

  • Organising and scheduling service visits for customers
  • Liaising with engineers to ensure customer satisfaction
  • Monitoring progress of jobs and providing updates to customers
  • Updating records on customer service databases

Service Dispatcher Requirements

  • Good communication and customer service skills
  • Organisational and problem-solving skills
  • Computer literacy
  • Ability to multi-task

Service Dispatcher Skills

  • Excellent communication and interpersonal skills
  • Ability to multi-task and prioritize workload
  • Ability to work as part of a team and independently
  • Strong customer service orientation
  • Organizational and problem solving abilities
  • Proficient computer skills

Service Dispatcher Personal Traits

  • Excellent communication skills
  • Organised
  • Strong customer service orientation
  • Ability to stay calm under pressure
  • Good problem solving skills

How to write a Service Dispatcher Job Advert

Use our job advert template to write a job advert for posting on job sites and job boards. Our job advertising templates are carefully created to help you reach your audience and beat the competition to the best talent.

A job description informs the reader about a job, whereas a job advert’s main objective is to sell the job opportunity to attract as many suitable applicants possible. A job advert maybe the first touch-point a candidate has with your company so it is important to create a great impression.

Job Advertisements should enticing, so considering using short, exciting language which get the reader’s attention.

How to write a Service Dispatcher Job Description

To write a job description, we recommend starting with a job description template from our job description library, which contains examples for 800+ positions and professions. Our job description examples include a job summary with duties and responsibilities and skills and requirements, which can be personalised for your job vacancy.

Job Description Advice - Guidance on How to Personalise a Service Dispatcher Job Specification

The hiring process and recruiting new employees to fill your key roles requires a degree of personalisation if you are to attract the best employees in a competitive employment market. The right person for a crucial role or more senior roles will likely have other employers targeting them. As your job description will be the first point of contact, you need to nail your pitch and provide the best possible service.

Job Description Tips - Help on formatting a Service Dispatcher Job Specification

When creating your bespoke description and advert, you should cover and promote these points:

Job title: This should accurately reflect the role and include keywords that top talent might be using to search for jobs.

Job duties: The day to day duties, such as administrative tasks, which vary depending on the company and inform the candidate if they can complete the role.

Technical skills: These are the hard skills required through training, such as proficiency with Microsoft Office.

Soft skills: These include the interpersonal skills and general abilities the right candidates will possess. For example, the competency to prioritise multiple tasks, handle customer queries and customer complaints, work alone, or build a good relationship with coworkers.

The company's culture: Highlighting your company culture and values ensures employees thrive and find outstanding job satisfaction. Candidates that are not the right fit won’t waste their time completing the application process, meaning you can focus on qualified individuals and hire in a more timely manner.

Career progression: Including the career path will entice candidates looking for career growth. 

Training and development programs: Smaller companies may need employees with previous experience or provide educational assistance over internal training offered by larger organisations with more significant resources. 

Employee benefits: Compensation and benefits often fail to appear in job ads and while you may want to hold your cards close to your chest, failing to include them is a mistake. Consider answering common questions, such as working hours and paid leave. Researching the average salary for the role in these early stages will ensure you don’t waste your interviewer’s and the candidate’s time.

Skill gaps: Your company may need to bring in new skills beyond those required to complete the key role and duties. Thinking on an organisational level can be beneficial when contemplating skills diversity.

Legal requirements: Ensure your job advert and description does not ask for inappropriate or discriminatory personal details, such as age, marital status, or religion.

How to Hire a Service Dispatcher

Once you have selected your Job Description download it or convert it to a Job Advert. From here you can post/advertise your job across our network of job boards. If you wish to use the job description for a CV Template click through for advice and Convert to a CV

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