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Service Order Coordinator

2 months ago

St Louis, Missouri, United States ServiceSource Full time

Job Summary

As a Service Order Dispatcher at ServiceSource, you will play a vital role in ensuring the smooth operation of our facilities. Your primary responsibility will be to receive and process work requests in accordance with contract standards. You will be responsible for entering information into the Integrated Workplace Management System (IWMS) and coordinating with internal teams and customers to provide effective customer service and achieve customer satisfaction.

Key Responsibilities

• Receive and process work requests in accordance with contract standards

• Enter information into IWMS

• Complete work requests and preventive maintenance requests by entering all required data into IWMS

• Scan and attach notes, invoices, and reports to work requests and preventive maintenance requests in IWMS

• Receive and escalate customer complaints to supervisors

Additional Responsibilities

• Review work requests for completeness according to Performance Work Statement (PWS) requirements. Forward to supervisor for further processing.

• Inform customers by email or telephone of work request status and any anticipated delays.

• Provide follow-up customer service satisfaction calls.

• Provide exemplary customer services by responding to requests in a professional and timely manner while displaying a positive demeanor.

• File timesheets, work requests, and preventive maintenance requests.

• Escalate emergency requests to responsible shops and supervisors as appropriate.

• Complete assigned trainings by required due dates.

Qualifications

• High School diploma or state certified equivalent required.

• Two years of direct experience with customer service and/or data entry required.

• Ability to obtain and maintain a Top Secret/SCI government security clearance with polygraph is required.

Knowledge, Skills, and Abilities

• Customer service oriented and able to work efficiently in a fast-paced environment.

• Work well independently and as a contributing member of a team.

• High level of integrity and personal accountability.

• Ability to read and comprehend simple instructions, short correspondences, memos, labels, and numbers.

• Ability to accept and follow directions.

• Excellent customer service, verbal, and written skills.

• Working knowledge of Microsoft Office (Word, Excel, Outlook) and basic typing skills.

• Ability to identify and define problems and provide solutions.

• Ability to organize, prioritize, and meet deadlines on a daily basis.

• Ability to maintain a high level of performance with limited supervision.