Dispatcher (Call Center Sunday-Wednesday 8am-7pm)

Saved job description

The ICEE Company is the leader in frozen beverage industry, offering the most comprehensive frozen package and service network in the beverage and food service industry. As the largest subsidiary of J&J Snack Foods who provides branded snack foods to foodservice and retail supermarket outlets across the U.S. Its products include such icons as SUPERPRETZEL and Dippin’ Dots along with other key brands like LUIGI’S Real Italian Ice, The Funnel Cake Factory Funnel Cakes, and Hola Churros. J&J also has a strong presence in bakery providing cakes, cookies, and pies to some of the largest grocery and convenience retailers in industry. Our company continues to deliver record sales led by a talented team and a commitment to “Fun Served Here”.

Work Schedule is onsite in La Vergne TN   / 4 days a week @ 10 hours a day = Sunday - Wednesday, 8am-7pm

At The ICEE Company, the World’s #1 frozen beverage brand, our constant focus is to provide the best possible service and product offerings to our customers. Under the supervision of the  Dispatch manager . Finally, the Dispatcher needs to be able to work closely with Service/Field Managers and Service of ICEE customers effectively.   

ESSENTIAL FUNCTIONS:  

Set goals for performance and deadlines complying with the Company’s plans and vision.  

Run Daily reports for area Service Managers  

Routing and scheduling of multiple Field Personnel daily  

Handling priority accounts and managing work volume in each area  

Calling Customer every day with updates and ETA's  

Updating Filed Managers daily with new calls and priority calls that come in  

Communicating with Field Personnel constantly on phones, emails, & PDA  

Routing and re-routing calls sent to Technicians on minute's notice –Re-routing technician routes as needed throughout the day based on customer need.  

Closing out high volumes of calls – Completing call verification process on all completed service requests to ensure proper billing.  

Parts ordering and tracking daily for calls requiring follow-up  

Manage Public call ins and email/contact appropriate field Director  

Performs other duties as assigned by the Dispatch manager  

COMPETENCIES:  

Customer relations, interpersonal relationships, team relations, and service.  

Excellent organizational and time management skills.  

Must be a self-starter with the ability to lead a Service Region to accomplish team goals.  

Great oral and written communication skills.  

Proficient with all aspects of Microsoft Office (Word, Excel, PowerPoint).  

Drive call center KPIs.  

Ability to multi-task in a fast-paced department with the ability to follow through with each task given  

Ability to work in a Team Environment and assisting fellow co-workers when needed  

Ability to adapt to ongoing changes in procedures and policies  

Able to process high volumes of work daily with a positive outcome  

Strong knowledge in map reading with the understanding of routing calls  

Strong decision-making skills  

Prioritize excellent time management to drive a positive and productive daily workflow.  

EDUCATION AND EXPERIENCE:  

Prior role dispatching service techs with a minimum 1 to 2 years’ experience is preferred.  

Demonstrated problem-solving skills and analytical skills.  

Excellent customer service skills, communication skills, and interpersonal skills.  

Track record of meeting or exceeding department performance goals.  

Disclaimer: This position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

EEO Statement: J&J Snack Foods Corp.is an equal opportunity employer and prohibits discriminatory employment actions against, and treatment of, employees and applicants for employment based on actual or perceived Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, national origin, ethnicity, alienage, religion or creed, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability or veteran's status, sex offenses, prior record of arrest or conviction, genetic information or predisposing genetic characteristic, status as a victim or witness of domestic violence, sex offenses or stalking and unemployment status.