Dispatcher

Job Description:

TrueSource, LLC, an OnPoint Company, is a leading provider of facility repair and maintenance services to national retailers and other customers. OnPoint Group has been awarded the 2020 & 2021 Best Managed Companies by Deloitte and been named to the Inc. 5000 Fastest Growing Companies list for eight consecutive years! We believe in challenging the status quo and finding a better way to do business, which is how we have grown into the company we are today. TrueSource services customers which include Fortune 100 businesses, at over 30,000 locations throughout the United States and Canada.

TrueSource, LLC expertise spans diverse trades including doors, locks, plumbing, electrical and handyman services, with 24-hour availability and rapid response times. For more than 20 years, TrueSource, LLC has consistently delivered professional emergency maintenance service, equipment analysis and proactive preventative maintenance solutions to companies throughout North America. TrueSource LLC solutions leave their customers more time to focus on their core business – not on the business of maintenance and materials management.

Benefits 

At TrueSource we believe that Our People are what make us great and help us deliver exceptional customer service! We offer industry leading Benefits to include: 

• Competitive pay – Plus incentive opportunities! 
• Full benefits package that starts day one – Includes medical, dental, vision, 401K with match, company-paid life insurance and disability coverage. 
• 8 paid holidays 
• PTO - FT Employees receive 96 Hours of PTO Annually 
• Training and mentoring – Learn from our experts in the industry 
• Advancement opportunities 

Link to benefits overview: Benefits 

The benefits listed are subject to change at any time. Please speak with an HR Representative for details. In the case of conflict between the information listed and the official plan documents, the plan documents will always govern.  

Job Responsibilities

• Schedule service calls with Affiliates and Customers
• Call Customers to triage / diagnose their specific concern, using trade / equipment specific understanding (aided by standard checklists and job guides)
• Document calls and issue / update work orders within internal service system and external Customer portals, as necessary
• Employ cost control measures to maximize Gross Profit potential
• Establish and maintain strong Affiliate relationships and open lines of communication
• Review and respond to assigned emails in a timely manner, ensuring accurate and timely status updates are provided
• Ensure all jobs and Customer deadlines are met by following Customer-specific guidelines and internal procedures
• Work with identified Affiliates to ensure work is completed timely and within Customer expectations
• Advocate and serve as a liaison for resolving issues reported by Affiliates
• Communicate all short and long-term customer service issues in a timely, efficient, and knowledgeable manner, resolving them according to all relevant protocols
• Promote professionalism, positive corporate image, and enthusiasm when dealing with Customers and Affiliates
• Work effectively in a team environment, communicate with other employees, develop computer skills, and promote a positive work ethic
• Prioritize work to meet or exceed established performance standards
• Other duties as assigned

Key Performance Measurements

• Customer and Affiliate satisfaction, issue resolution, quality assurance scores, data accuracy, and speed of service.
• Schedule adherence including attendance, on-time arrival / departure, timely breaks and lunches.
• Management observation regarding attitude, diligence, team contributions, and willingness / ability to learn new skills and information.
• Other metrics, as prescribed by management

Requirements

• High School or GED diploma required
• 1-3 years experience in customer service roles utilizing Salesforce or similar CRM applications preferred
• Excellent written communication skills; attention to detail, data accuracy and speed
• Ability to navigate multiple technology systems
• Customer service orientation
• Adaptability in a fast-paced changing environment
• Ability to multi-task
• Knowledge of Microsoft Office products including Excel, Outlook, and Word

*This job description is subject to change at any time

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to type, maneuver, handle, or feel; and talk or hear. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work is performed primarily in an open-office setting, with co-workers working side-by-side and a moderate level of activity being performed by co-workers across the office. The noise level in the work environment is moderate.

TrueSource, LLC considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other legally protected status.