Auto Glass Dispatcher - TIRE DISCOUNTERS : Job Details

GENERAL DESCRIPTION: The Dispatcher is a key member of the Chips Auto Glass team responsible for the precise and efficient coordination of services for rental car clients. This role involves dispatching technicians and the necessary parts for repair, including the accurate identification of glass based on VIN numbers and the provision of precise dispatch instructions. Collaborating closely with field leadership, the Dispatcher offers crucial support in scheduling, routing, tracking, and invoicing, all while upholding rigorous quality standards. Additionally, this role provides essential connections between Chips Auto Glass and its rental clients and, though also supporting retail customer service, is primarily dedicated to meticulous organization and attention to detail. ESSENTIAL FUNCTIONS:

• Responsible for interaction between our technicians and rental car customers in need of installation, service, and repair of auto glass services.
• Receive calls and requests for service, schedule and manage appointments for glass services required by rental car clients and logging status updates in the system.
• Responsible for accurately determining the type of repair needed and efficiently dispatching auto glass to rental car clients, ensuring accuracy in locating the correct glass based on VIN numbers, and providing precise instructions for dispatch.
• Collaborate with technicians to monitor availability and offer organized support to all market locations. This includes scheduling, routing, tracking, and invoicing assistance to ensure the smooth operation of glass deliveries, specifically geared to rental car clients.
• Actively review completed work orders with technicians to ensure accuracy before invoicing.
• Interacts with the Parts Department to verify availability of parts to ensure quality and timely service calls.
• Maintain a comprehensive knowledge of the assigned market to provide precise directions to technicians, helping them deliver the glass and perform the repair and replacement accurately and promptly.
• Maintain and uphold quality and service standards by efficiently organizing, ordering, and routing the transport of glass for vehicle servicing, verifying that all necessary information is on the routing manifest and work orders before technicians depart for their assignments.
• Deliver exceptional customer service by addressing any inquiries or concerns from rental car clients promptly and professionally.
• Ensure that all necessary information, such as vehicle details and service specifics, is correctly included on routing manifests and work orders for technicians.
• Provide clear and efficient directions to technicians to optimize their routes and minimize service time.
• Act as the liaison between the auto glass company, rental car clients, and technicians, ensuring smooth and effective communication throughout the service process.
• Manage the daily glass returns utilizing the inventory list supplied by the Mobile Technician, and orchestrating the return process within the POS systems, ensuring that the vendor can collect the glass, and that Chips Auto Glass receives the appropriate credit.
• Provide assistance to retail customer service when required and perform additional duties assigned by the supervisor.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Basic understanding of auto glass repair and replacement processes, including different types of glass, materials, and techniques involved.
• Knowledge of effective customer service strategies, including communication, problem-solving, and conflict resolution and ability to build and maintain positive relationships with clients.
• Familiarity with scheduling software and routing optimization tools to efficiently plan and manage technician assignments.
• Basic understanding of invoicing procedures and billing systems, attention to detail to ensure accuracy in documenting completed work.
• Ability to deal effectively with others, identify problems, and recommend and implement viable solutions.
• Effective listening, strong verbal and written communication skills to interact with clients, technicians, and internal teams effectively.
• Excellent organizational skills to manage multiple appointments, schedules, and paperwork efficiently. proficiency in identifying and resolving issues or challenges that may arise during service appointments.
• Ability to operate computer, telephone systems, general office equipment, and proficiency in accurately entering and managing data in computer systems and software applications.
• Ability to perform basic mathematical calculations.
• Ability and willingness to work Saturdays.

EDUCATION AND WORK EXPERIENCE:

• High school diploma or equivalent required
• Prior experience in a customer service role, preferably in an automotive or service-related industry, is highly valuable.
• Experience in a dispatcher role, including handling schedules, appointments, and logistics, is beneficial.
• Experience in using computer software for scheduling, invoicing, and data entry is beneficial.
• Valid In state motor vehicle license

PHYSICAL DEMANDS:

• The role often involves extended periods of sitting at a desk or computer.
• Frequent use of a computer, keyboard and extensive use of phones with minimal walking, or standing, throughout the day
• Perform repetitive tasks, such as data entry, reviewing orders, and answering phone calls.
• Driving to various locations may be necessary occasionally, requiring a valid driver's license and the ability to sit for extended periods.