Service Dispatcher

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 :

Minimum Requirements

Benefits

Hourly Range : $20 - $30 DOE