Service Scheduler

2 weeks ago


Grand Rapids, United States Engineered Protection Systems Inc Full time
Description

EPS has an opening for Service Scheduler. This person is responsible for scheduling service tickets and ensuring the customers receive timely responses to their requests. This person will also communicate with EPS technicians and customers when there are changes or delays to the appointment.

Duties include but not limited to:
  • Scheduling appointments: Manage incoming and existing service requests from customers and schedule tickets for the appropriate technician. Ensure all appointments are scheduled efficiently, with consideration for technician and parts availability and customer needs.
  • Generating tickets from inbound calls and emails: Quickly and accurately gather all necessary information from customers to create service tickets with detailed notes.
  • Work with Service Supervisors to ensure all service requests are handled promptly and efficiently, provide updates on status of service requests and escalate issues as needed to Service Supervisors or the Service Manager.
  • Provide exceptional customer service, be courteous and professional in all communication with the customer.
  • Work with other departments such as Tech Support, Install, and Customer Care to ensure customers' needs are appropriately handled.
  • Work with subcontractors to coordinate service requests for out-of-area customers.
Requirements
  • High School diploma or GED.
  • Able to handle multiple tasks with high levels of accuracy.
  • Analytical abilities required to analyze alarm data and research complaints/ inquires.
  • Effective interpersonal skills are crucial in communication with customer and employees.
  • Must be efficient in Microsoft Programs.
  • Must be able to type 35 WPM accurately.
  • One (1) plus years' experience in scheduling preferred.

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