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ADS - Dispatch and Installation Scheduler

4 months ago

Liberty, United States THE KINCAID GROUP Full time
Job Details

Level
Experienced

Job Location
ADS Liberty MO - Liberty, MO

Position Type
Full Time

Education Level
High School Diploma

Job Category
Information Technology

Description

Summary/Objective
Dispatch, schedule and close out calls while processing service requests, preparing paperwork for escalated calls to ensure full customer satisfaction, using both common and proprietary concepts, practices, and procedures within a call center environment. Schedule installation team for weekly projects and share schedule real-time with sales team.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions
  • Provide Fast, Friendly and Fun customer service to both internal and external customers
  • Communicate with technicians and other departments via email, text message and phone
  • Answer incoming calls, emails, and txt messages to close out calls for technicians and sales
  • Use ServiceM8 software to document all service calls and installation schedules, making sure that all calls are scheduled to the appropriate technician and update customers as needed of technicians ETA
  • Answer incoming calls from customers related to service, billing, and installations
  • Make outbound calls to schedule, confirm, and survey upcoming or completed appointments
  • Manage customer concerns and work to resolve them efficiently and effectively
  • Other assigned duties as directed by management
  • Stage service parts for technicians
  • Assist with inventory for service parts
  • Verify that technicians have entered their time in daily on our payroll software
  • Verify all paperwork is in order for installation technicians (Red Folder)
  • Use van GPS system to track techs if needed
  • Perform other duties and responsibilities as assigned by the General Manager

Competencies
  1. Excellent professional communication and organizational skills.
  2. Team player with strong Commercial Awareness.
  3. Strong decision-making and problem-solving abilities.
  4. Excellent time management skills and results-oriented performance.
  5. Demonstrates ethical integrity while completing essential functions.
  6. Proven ability to process high volumes of work with great accuracy.
  7. Excellent customer service skills and the ability to communicate empathy.


Work Environment/Physical Demands

This job operates in a professional office environment. This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. This position may also require long hours and weekend work. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.

Required Education, Experience & Abilities
  • High school diploma or equivalent
  • 2-5 year experience in a customer service and or dispatcher environment

Disclaimer:

American Digital Security provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.