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Dispatcher/customer Service Representative
1 week ago
_Are you an enthusiastic team player who enjoys problem solving and collaboration with others to create the best experiences? If you are organized and great at multi-tasking in a fast paced environment, __our Dispatcher/Customer Service position will be a great opportunity for you We are looking for a dynamic professional with a positive attitude to cultivate customer relationships and partner with our technical associates for efficient operation of the Service team_**We are New England's leading commercial/industrial heating contractor and we are growing Our organization has been servicing customers for over 70 years mainly in Eastern Massachusetts. We are currently seeking a Dispatcher/Customer Service Representative who has the enthusiasm and ability to work with our other team members.
Position requirements:
- Obtain accurate information and record all incoming service calls into Service Management System; quote request, ETA on parts, cleanings and preventative maintenance scheduling
- Learn the skill sets of each field associate
- Dispatch field associates by transmitting work orders according to priority, customer needs and technician capabilities
- Monitor the field associate's location using the GPS system to logístically schedule the appropriate technician & provide customer with accurate arrival times
- Communicating with other divisions (Install and Mobile Boiler) on work that needs to be completed and assigning the appropriate technicians
- Receive and review completed work orders and service tickets from the field associates daily
- Create completed work order report and send to customers daily
- Verify parts ordered and availability with the Purchasing Department
- Contact local Inspectors and schedule inspections as required
- Communicating "on call" changes to the correct technicians and answering service
- Maintain the contact and site information in the customer files
- Schedule monthly maintenance appointments with our customers.
- Assist in staffing service projects.
- Send and review safety updates to the field associates on a periodic basis.
- Ensure the accuracy of the field associates time sheets
Qualifications and Experience:
- High School Graduate or GED. Associate degree is a plus
- Prior direct customer service and/or dispatching experience
- Knowledge of local and regional geographical area; accurately and quickly read maps
- Process and detail oriented with strong focus on customer service
- Excellent problemsolving and interpersonal communication skills
Excellent computer skills
- Microsoft Office products and Electronic Dispatch Board
- Team player
- Sufficient technical knowledge to triage problems, oversee client communications and coach technicians is a plus
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