Dispatcher - job 1 of 2

As a Dispatcher at Hobart Service, you will handle a variety of responsibilities including answering service calls, scheduling technician visits based on priority, and logging all customer interactions in our system. You'll maintain communication with service techs, manage follow-ups for parts ordered, and ensure that all clerical tasks are completed efficiently to enhance customer satisfaction.

To be considered for the Dispatcher role at Hobart Service, you’ll need an accredited high school diploma or GED along with a minimum of one year of related experience in high-volume dispatching. Strong computer skills, especially in Microsoft Office, and excellent verbal and written communication skills are critical for success in this position.

Hobart Service is committed to supporting its Dispatchers through extensive on-the-job, online, and classroom training. You'll benefit from a safety-focused work environment, competitive pay, and comprehensive health insurances, as well as other perks like uniforms, service vehicles, and a 401K with a company match.

At Hobart Service, Dispatchers work in a collaborative and safety-conscious environment. The role requires frequent phone communication and providing support to technicians and customers, all while adhering to a tobacco-free and drug-free workplace policy for the safety of everyone involved.

The Dispatcher position at Hobart Service requires the ability to sit for extended periods and handle extensive phone interactions. Candidates should be prepared for overtime as required and must demonstrate the ability to manage multiple competing priorities effectively.

When prioritizing service calls, it's crucial to evaluate the urgency of each request, customer needs, and technician availability. Communicate openly with both techs and customers to ensure everyone is on the same page, allowing for a dynamic and flexible scheduling approach that ensures high customer satisfaction.

In answering this question, focus on your relevant experiences, such as any previous dispatching duties, managing high call volumes, and using software or systems for logging calls. Highlight specific situations where you demonstrated strong organization and communication skills to resolve challenges efficiently.

Familiarity with scheduling and communication tools is essential. Discuss your experience with Microsoft Office, particularly Excel for tracking schedules, and any specialized dispatch software you've used. Demonstrating a quick adaptability to new technologies is also beneficial.

Handling difficult customers requires patience and excellent communication skills. Emphasize your approach to remaining calm, listening actively to their concerns, and resolving issues by providing accurate information while ensuring they feel heard and valued.

Start by emphasizing the importance of clarity and attention to detail when logging service requests. Discuss how you ensure all necessary information is captured at the point of contact and outline steps taken to confirm this data with technicians as needed.

Explain your organizational methods, such as using tracking systems or spreadsheets, and frequent check-ins with technicians for updates. Highlight your commitment to following through on each order until completion to ensure customer satisfaction.

Give a specific example that illustrates your ability to manage competing priorities effectively. Describe the situation, outlining how you organized tasks and responsibilities while maintaining communication with team members to ensure a smooth workflow.

Discuss methods like following up after service calls, asking for feedback, and being proactive in addressing any issues that may arise. Share how you establish strong relationships with customers based on trust and effective communication.

If applicable, describe instances where you’ve trained new colleagues or shared best practices with your team. Highlight your approach to mentorship, focusing on communication, encouragement, and providing constructive feedback.

Articulate your enthusiasm for collaborating with a well-established company known for its commitment to customer service. Express your desire to contribute to a team that supports each other in providing high-quality solutions, and how you align with their values of integrity and respect.