TRAC Intermodal
Maintenance & Repair Dispatcher - 6:00AM - 2:00PM
TRAC Intermodal, Princeton, New Jersey, United States, 08540
Maintenance & Repair Dispatcher
The Maintenance & Repair Dispatcher supports TRAC's Call Center day to day efforts to manage and coordinate road service requests, ensuring prompt and efficient assistance to our customer network. They assess the situation, gather necessary detail, dispatch the appropriate vendor and communicate with customers and technicians to ensure timely and efficient unplanned maintenance events. These requests will be received via phone, email or through the REACH application. This role requires strong problem solving skills and the ability to remain calm under pressure to assist customers with unplanned maintenance events. Essential Job Functions: Receiving and logging calls/emails from the customer network, gathering information about their location and service needs. Entering the service event request into the REACH application. Evaluating the situation, determining the appropriate level of assistance required and prioritizing based on urgency. Coordinating with a network of repair vendors or other roadside assistance resources to ensure prompt and efficient service delivery Providing clear and concise information to customers regarding the estimated time of arrival of the service provider and any relevant instructions Accurately updating all events, dispatches and service details using REACH application Tracking the progress of dispatched service providers and ensuring timely completion of service requests Addressing any problems or delays that may arise during the dispatch process and working to resolve them efficiently Maintaining a professional and helpful demeanor while interacting with customers and service providers Reporting any issues, delays or customer complaints to management as needed Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. Required Qualifications: Minimum of high school diploma or equivalent 2+ years' experience in a customer service, dispatching, emergency services or intermodal industry experience. Excellent verbal and written communication skills are essential for interacting with customers and service providers/repair vendors The ability to quickly assess situations, identify solutions and make decisions under pressure is crucial A positive attitude and the ability to provide excellent customer service are important Strong organizational skills are needed to manage multiple tasks and prioritize requests effectively Proficiency is using dispatch software, mapping tools, and other relevant computer applications is typically required such as REACH Familiarity with common chassis issues, services procedures, and best practices for roadside assistance is beneficial Work Environment: Remote/Home Office Direct Reports: No Direct Reports Physical Requirements: Please see below: Regularly required to sit and stand Occasionally will lift items up to 10 lbs The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions and perform any other related duties, as assigned by their supervisor. All employment is "at-will" as governed by the law of the state where the employee works. It is further understood that the "at-will" nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized company officer. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
The Maintenance & Repair Dispatcher supports TRAC's Call Center day to day efforts to manage and coordinate road service requests, ensuring prompt and efficient assistance to our customer network. They assess the situation, gather necessary detail, dispatch the appropriate vendor and communicate with customers and technicians to ensure timely and efficient unplanned maintenance events. These requests will be received via phone, email or through the REACH application. This role requires strong problem solving skills and the ability to remain calm under pressure to assist customers with unplanned maintenance events. Essential Job Functions: Receiving and logging calls/emails from the customer network, gathering information about their location and service needs. Entering the service event request into the REACH application. Evaluating the situation, determining the appropriate level of assistance required and prioritizing based on urgency. Coordinating with a network of repair vendors or other roadside assistance resources to ensure prompt and efficient service delivery Providing clear and concise information to customers regarding the estimated time of arrival of the service provider and any relevant instructions Accurately updating all events, dispatches and service details using REACH application Tracking the progress of dispatched service providers and ensuring timely completion of service requests Addressing any problems or delays that may arise during the dispatch process and working to resolve them efficiently Maintaining a professional and helpful demeanor while interacting with customers and service providers Reporting any issues, delays or customer complaints to management as needed Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. Required Qualifications: Minimum of high school diploma or equivalent 2+ years' experience in a customer service, dispatching, emergency services or intermodal industry experience. Excellent verbal and written communication skills are essential for interacting with customers and service providers/repair vendors The ability to quickly assess situations, identify solutions and make decisions under pressure is crucial A positive attitude and the ability to provide excellent customer service are important Strong organizational skills are needed to manage multiple tasks and prioritize requests effectively Proficiency is using dispatch software, mapping tools, and other relevant computer applications is typically required such as REACH Familiarity with common chassis issues, services procedures, and best practices for roadside assistance is beneficial Work Environment: Remote/Home Office Direct Reports: No Direct Reports Physical Requirements: Please see below: Regularly required to sit and stand Occasionally will lift items up to 10 lbs The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions and perform any other related duties, as assigned by their supervisor. All employment is "at-will" as governed by the law of the state where the employee works. It is further understood that the "at-will" nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized company officer. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.