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Service Dispatcher

2 months ago

Concord, United States Air Systems Service and Construction Full time

The basic function of the Service Dispatcher is to receive calls and schedule technicians as required. Maintain technicians daily schedule and dispatch technicians as new customer calls come in. The Service Dispatcher reviews, and processes purchase orders and work orders as assigned. The Service Dispatcher must be self-starting, highly organized, detail-oriented and must possess problem-solving and interpersonal skills.

Is expected to assist in supporting Operations, Staff, and Clients.

  • Have an absolute passion for servicing the customer
  • Maintain the on-call schedule for the Service/Maintenance Technicians & Plumbers
  • Resolve conflict without reacting inappropriately
  • Flexible in dealing with different people/situations
  • Maintain customer database with current information
  • Schedule return trips with customers when parts are in
  • Clear and concise communications with department Managers, employees and customers
  • Keep the customers apprised of the company schedule and requested lead times
  • Ability to add on open quotes to customers
  • Recognize customer's needs and assist them
  • Manage customer records and files
  • Assist in preparing service invoices and timecards for processing
  • Multi-task throughout the day
  • Use software systems as necessary
  • Answering company phone
  • Being a team player.
  • Being customer service focused
  • Maintaining a positive and professional office environment
  • Review, detail, and receive vendor invoices as assigned
  • Assist in acquiring invoices/receipts as needed
  • Assist Account Managers with customer information as needed
  • Provide WIP reports for Service Operations and Service Manager
  • Support Service Operations Manager with creation and implementation of KPI's (key performance indicators)
  • Support Billing Administrators with necessary information so workorders can be closed and invoiced.
  • Resolve customer concerns through quick and attentive response to calls, emails and other forms of feedback
  • Ensure the loop is closed by involving the Service Operations Manager in sensitive issues
  • Provide clear and concise communication to customers.
  • Support Service Operations Manager with customer complaints or concerns.
Pay is Hourly at $30.00 - 35.00 per hour depending on experience.

Requirements
  • Be accurate: Quality over quantity and communicate workload concerns to Service Operations Manager
  • Be objective and neutral: Voice concerns regarding tech notes/work orders and customer complaints but remain calm and factual
  • Be responsible: Look for ways to work efficiently.
  • Be organized: Use all company provided recourses for accurate tracking.