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Service Coordination Specialist

2 months ago

Rockwall, Texas, United States Atosa USA, Inc. Full time
Job Overview

Atosa USA, Inc. stands as a premier manufacturer and distributor of commercial kitchen equipment, dedicated to fostering a positive impact in our community. We pride ourselves on offering rewarding career opportunities to driven and skilled individuals who can contribute to our growth and excellence in the industry.

Position Summary:

As an In-House Service Dispatch Agent, your primary responsibility will be to effectively manage and schedule in-house warranty service repairs for our esteemed clientele. This role demands proficient communication skills to facilitate seamless service delivery between customers and technicians. You will serve as the main contact point, responsible for arranging appointments, providing timely updates, and ensuring consistent follow-up until the technician's arrival.

Key Responsibilities:

  • Receive and process service call reports from Technical Service Agents, promptly scheduling service appointments for warranty repairs.
  • Communicate with customers via phone or email to efficiently arrange service appointments, deliver regular updates, and maintain ongoing communication until the technician arrives.
  • Collaborate with in-house technicians through phone or email to assign service calls and establish appropriate service appointment schedules.
  • Manage escalated or special service warranty claims, including complex or prioritized cases, delivering exceptional customer support as guided by management.
  • Perform additional tasks as directed by the supervisor.

Qualifications:

  • Strong organizational and data entry skills to maintain accurate and current records.
  • Ability to work independently and collaboratively in a team-oriented environment, showcasing exceptional written and verbal communication skills.
  • Excellent time management abilities, capable of prioritizing tasks, managing multiple responsibilities, and meeting deadlines in a dynamic setting.
  • Effective problem-solving skills to address customer inquiries and ensure prompt service resolution.
  • Attention to detail and a high level of accuracy in all responsibilities.
  • 1-3 years of experience in a customer service role or a related field.

*This job description is intended to provide a general overview of the position and is not exhaustive of all tasks, duties, or responsibilities that may be required. Responsibilities may change at any time with or without notice.