Dispatcher/customer Service Representative

1 week ago


Spring Valley, New York, United States Wilkinson Companies Full time

_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
**_ Diversity & Inclusion is a key component to our success as an organization. Wilkinson Companies is an Equal Opportunity Employer, and we encourage all qualified people with different strengths, experiences and backgrounds, who value inclusion, belonging and equity to apply._

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