Routing Expert, Puzzle Solver and Schedule Masterminder
Position open for: a savvy map-reader, a nuanced thinker, a problem solver, and someone familiar with all areas of the San Francisco Bay Area (especially SF, Oakland, Berkeley and Marin) to support our Dispatching and Service Deptartments with excellent and proactive routing and skillful geographical puzzle solving.
Your challenge, should you be chosen for the position, and you accept the position (training, supervision and team problem-solving provided on below):
Scheduling: With others in the scheduling and service departments, create an elegant masterpiece everyday of the service schedule for 3-5 technicians, which displays geographic efficiency, ease of flow for the technicians, anticipation of Bay Area traffic patterns, and prioritization of types of call by urgency level, in order to facilitate minimal stress for our techs, and to maximize the number of appointments possible in a day, allowing our techs to offer more of their stellar talent and service to our customer base, and address the many pressing needs of our customers.
Communication: Provide all relevant data to involved parties (technicians, 2nd scheduler, accounting, sales, supervisors, and anyone who may be referring to this account in the future (all staff)), by means of detailed, succinct, clear and meticulous data entry into all relevant fields of the customer records in our database and hard copy documents, verbal communication, proper placement and filing of work orders and accounting documents.
More Detail: To best determine routes for 3-5 technicians in the field, and handle incoming service requests, you will assess and take into consideration:
a) Geography / location of customer in relation to that of other customers who will need service today and in the next several weeks.
b) Various routes for getting to that customer, depending on many factors, ie: where tech is coming from and going to, and anticipating service needs of other customers in the same area.
c) Where the Technicians are currently (you will track them, and stay in touch with each of them throughout day).
d) The urgency level, based on criteria such as: whether it is a routine service call or whether there is the potential of water damage, a compromise in effectiveness of their unit, how much flex time is built into the service cycle etc., as well as assessing whether there is an actual and/or perceived urgency -- the two call for a different response. In both cases you will apply excellent customer service to instill confidence in the customer that their issue will be addressed to optimum benefit to all parties in an appropriate and timely manner.
e) Priority and status of the customer based on provided criteria.
f) Where the gaps are in the schedule that need to be filled-in, in order to make completely full and elegantly flowing days for each tech, for each day.
Strategies will range from scheduling customers 3-6 weeks out, to scheduling NOW, today or ASAP, depending on above criteria.
Additional Tasks: Support current dispatcher with phone calls, scheduling, and updating the database accordingly, Answer phones and help troubleshoot customer questions, concerns, problems, or direct calls to an appropriate staff person.
Rare and occasional other duties as needed to fill in gaps/absences: ship out orders & check off against computer records & troubleshoot lost orders, shipping problems, order office products etc.
Your Skills, Qualifications and Disposition. You are:
• Savvy with Bay Area geography; and a good map reader and navigator.
• Someone who loves to troubleshoot and solve puzzles and hone his/her skill, continuously learning and upgrading your skill and knowledge base. You are also mindful about where your 'learning edge' is and when it would be judicious to ask for help or additional information, as well as when to pass something on to a superior or co-worker, within or outside of your department.
• Team builder, eager to step in to help where help is needed within and outside of your department. Happy to give and receive in-put, ideas, suggestions and requests, from people inside and outside of your department.
• Enjoy multi-tasking and "wearing many hats".
• A stickler for detail and precision.
• Fiercely passionate about environmental restoration, and aligned with our mission of 'restoring harmony, balance and flow through stewardship, collaboration and innovation', in all realms of environmental water issues, as well as in an office culture and environment.
• Eager to improve your finesse and understanding of people and relations.
• Interest and/or prior experience in learning mechanics of water treatment.
• Type at least 40 wpm, familiar with mouse and keyboard commands.
• Receptive to training and adopting a high standard of work and customer service.
• Good communication skills, including conscientious, meticulous detail in updating the database so that others have all the information to follow through on an account after you.
• Ability (once trained) to present USPW and its mission, to our customers in a clear, succinct and educational way.
Interested candidates, please visit our website: www.uspw.net , to get a feel for our mission, and the range of services and products we provide. Candidates should also read and understand the list of criteria to be considered for routing and dispatching.
Schedule: Full time. Preference now is for someone to cover early shift, starting at 7:30am, but we may be able to work around your needs if you are the right candidate.
This position will require some extensive training for the first several months, but with the hope of eventual inter-, and independence, and leadership in the department.
Position open for: a savvy map-reader, a nuanced thinker, a problem solver, and someone familiar with all areas of the San Francisco Bay Area (especially SF, Oakland, Berkeley and Marin) to support our Dispatching and Service Deptartments with excellent and proactive routing and skillful geographical puzzle solving.
Your challenge, should you be chosen for the position, and you accept the position (training, supervision and team problem-solving provided on below):
Scheduling: With others in the scheduling and service departments, create an elegant masterpiece everyday of the service schedule for 3-5 technicians, which displays geographic efficiency, ease of flow for the technicians, anticipation of Bay Area traffic patterns, and prioritization of types of call by urgency level, in order to facilitate minimal stress for our techs, and to maximize the number of appointments possible in a day, allowing our techs to offer more of their stellar talent and service to our customer base, and address the many pressing needs of our customers.
Communication: Provide all relevant data to involved parties (technicians, 2nd scheduler, accounting, sales, supervisors, and anyone who may be referring to this account in the future (all staff)), by means of detailed, succinct, clear and meticulous data entry into all relevant fields of the customer records in our database and hard copy documents, verbal communication, proper placement and filing of work orders and accounting documents.
More Detail: To best determine routes for 3-5 technicians in the field, and handle incoming service requests, you will assess and take into consideration:
a) Geography / location of customer in relation to that of other customers who will need service today and in the next several weeks.
b) Various routes for getting to that customer, depending on many factors, ie: where tech is coming from and going to, and anticipating service needs of other customers in the same area.
c) Where the Technicians are currently (you will track them, and stay in touch with each of them throughout day).
d) The urgency level, based on criteria such as: whether it is a routine service call or whether there is the potential of water damage, a compromise in effectiveness of their unit, how much flex time is built into the service cycle etc., as well as assessing whether there is an actual and/or perceived urgency -- the two call for a different response. In both cases you will apply excellent customer service to instill confidence in the customer that their issue will be addressed to optimum benefit to all parties in an appropriate and timely manner.
e) Priority and status of the customer based on provided criteria.
f) Where the gaps are in the schedule that need to be filled-in, in order to make completely full and elegantly flowing days for each tech, for each day.
Strategies will range from scheduling customers 3-6 weeks out, to scheduling NOW, today or ASAP, depending on above criteria.
Additional Tasks: Support current dispatcher with phone calls, scheduling, and updating the database accordingly, Answer phones and help troubleshoot customer questions, concerns, problems, or direct calls to an appropriate staff person.
Rare and occasional other duties as needed to fill in gaps/absences: ship out orders & check off against computer records & troubleshoot lost orders, shipping problems, order office products etc.
Your Skills, Qualifications and Disposition. You are:
• Savvy with Bay Area geography; and a good map reader and navigator.
• Someone who loves to troubleshoot and solve puzzles and hone his/her skill, continuously learning and upgrading your skill and knowledge base. You are also mindful about where your 'learning edge' is and when it would be judicious to ask for help or additional information, as well as when to pass something on to a superior or co-worker, within or outside of your department.
• Team builder, eager to step in to help where help is needed within and outside of your department. Happy to give and receive in-put, ideas, suggestions and requests, from people inside and outside of your department.
• Enjoy multi-tasking and "wearing many hats".
• A stickler for detail and precision.
• Fiercely passionate about environmental restoration, and aligned with our mission of 'restoring harmony, balance and flow through stewardship, collaboration and innovation', in all realms of environmental water issues, as well as in an office culture and environment.
• Eager to improve your finesse and understanding of people and relations.
• Interest and/or prior experience in learning mechanics of water treatment.
• Type at least 40 wpm, familiar with mouse and keyboard commands.
• Receptive to training and adopting a high standard of work and customer service.
• Good communication skills, including conscientious, meticulous detail in updating the database so that others have all the information to follow through on an account after you.
• Ability (once trained) to present USPW and its mission, to our customers in a clear, succinct and educational way.
Interested candidates, please visit our website: www.uspw.net , to get a feel for our mission, and the range of services and products we provide. Candidates should also read and understand the list of criteria to be considered for routing and dispatching.
Schedule: Full time. Preference now is for someone to cover early shift, starting at 7:30am, but we may be able to work around your needs if you are the right candidate.
This position will require some extensive training for the first several months, but with the hope of eventual inter-, and independence, and leadership in the department.
