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Service Coordinator Dispatcher

3 months ago

New Berlin, United States PremiStar Full time

Under the guidance of the Office Operations manager, the Service Coordinator Dispatcher will lead and direct the daily functions of the dispatch department. He/She will help with scheduling and dispatching technicians for service, maintenance or emergency repairs outside the place of business and will act as a liaison between the customer and the company, making sure customer needs are met by creating a customer to client atmosphere in all interaction with internal and external customers.

Responsibilities:
•Serve as the initial point of contact with escalated issues and inform manager.
•Receive customer service calls and schedule or dispatch technicians to appropriate locations.
•Relay work orders, messages, or information to or from technicians or customers.
•Communicate with customers, coworkers, or supervising personnel to address questions, problems, or requests for service.
•Communicate with the customer the status of service call and relay information to technician and service representatives as needed.
•Prepare and schedule daily work and run schedules.
•Receive and document customer purchase orders.
•Track status of any orders and resolve problems.
•Confirm time, check material, and submit for billing once matched to biller.
•Monitor technician locations and utilization to coordinate service and schedules.
•Record and enter records of customer requests, work or services performed.
•Coordinate and determine tools and inventory needed for technician to complete service order.
•Advise technicians and coworkers about traffic problems, such as construction areas, accidents, congestion, weather conditions, or other hazards if known.
•Identify best itinerary based on customer and equipment knowledge.
•Manage the unbilled hours report.
•Submit tech hours for payroll processing.
•Assist and train dispatchers.
•Perform administrative activities, which may include returning parts for credit, assisting with labeling incoming equipment or parts for service and construction departments.
•Other duties as assigned.

Required Education/Experience:
High School Diploma (or GED or High School Equivalence Certificate) and 3-5 years of dispatching experience required.

Physical Demands
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.
This position is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand, as necessary.

Work Environment
This job operates in both an office and a field environment. Must be able to sit and/or stand for extended periods of time.

Reasonable Accommodation
Reasonable accommodation will be made to enable individuals with disabilities to perform the essential job functions unless doing so presents an undue hardship on the Company's business operations.

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

Employee understands the above job description and agrees to comply with and be subject to its conditions. Employee further agrees this job description does not alter his/her at-will employment status. Employee understands that the Company reserves the right to delegate, remove, expand or change any and all responsibilities. Employee acknowledges that he/she can fulfill the above duties with or without reasonable accommodation.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)