Report this job

---

What is the problem? *

Incorrect company
Incorrect location
Job is expired
Job may be a scam
Other

Under the direction of the Service Department Head, performs a wide variety of administrative and Service dispatch related tasks in support of the Service Department. These tasks are intended to assure that the administrative and dispatch aspects of the Service Department are timely, efficient, and accurate thereby providing for customer satisfaction and profit for the Department.

Duties and Responsibilities

• Manage incoming calls and emails from customers, technicians and vendors.
  Create daily schedules for technicians and make adjustments as necessary
  Using Reply All, respond to customer email for service requests within 15 minutes
  Create locations with the needed billing information and contacts/scheduling requirements
  Schedule and dispatch service technicians according to their technical ability, location and urgency of call to maximize productivity and efficiency
  Perform customer follow up as required
  Communicate with customers directly, or through online portals, to accept and schedule maintenance and/or repair services and provide job updates as they are underway
  Support technicians in resolving problems they may encounter in the field (e.g. securing materials, notifying customers of late arrival, securing directions to site)
  Open work orders according to company procedures and coordinate with accounting to close jobs when appropriate
  Determine that all required documents are uploaded into our system by the technician
  Maintain job history files with a high level of accuracy
  Enter all work orders into computer system, updating and closing tickets upon job completion
  Issue purchase orders for parts, equipment and/or materials
  Maintain positive relationships with customers and continue to build customer base through providing superior customer service
  Resolve issues in a calm and professional manner
  Review customer requests for service to ascertain cause for service request, type of malfunction, and location of service
  Addresses customer inquiries concerning billing or services rendered and refer any reports of service failures to designated departments for investigation
  Maintain close communication with service and field operations managers, keeping them apprised of such issues as customer dissatisfaction, technician performance, scheduling conflicts, etc.
  Monitor fire inspection schedule and assure that all legal requirements are met including paperwork required for auditors/inspectors

Requirements

• Key Characteristics:
  • Highly organized and detail oriented
    Flexible and able to multitask in a fast-paced environment
    Exhibits the ability to learn and apply new skills
    Customer service oriented
    Professional demeanor and pleasant phone presence
    Able to establish and maintain good working relationships with customers and teammates
    Exhibits sound judgment with ability to prioritize tasks, assignments and the needs of customers
    Capable of managing difficult or emotional customers and responding promptly to their needs
    Excellent verbal and written communication skills
    Good listening and comprehension skills with the ability to keep relevant parties adequately informed
    Able to balance team and individual responsibilities
    Demonstrates openness to others' views and able to provide objective feedback
    Successfully demonstrates industry knowledge
    Critical Thinking Skills
• Minimum Requirements

• 2+ years experience dispatch related work
  Proficient use of Microsoft Office Suite (Word, Outlook, and Excel), Google and Explorer internet browsers for web-based software systems.
  Knowledge of Sage Timberline software is a plus
  Knowledge of IFS Core is a plus
  High school graduate or equivalent
  Associates degree, or equivalent, from two-year college or technical school a plus
  Willingness to receive and handle occasional calls after business hours
  Valid driver's license with a clean DMV record

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development
• On Site Gym

Hourly Range: $20 - $30 DOE