Service Dispatcher – Remote Full Time

Description:

• Provide Technicians, Field Manager and Contractors with all necessary information, supplies, and specifications to complete every job correctly. This includes, but is not limited to, purchase orders, install manuals, install check sheets, materials, adequate tech support, and instructions to complete the installation.
• Dispatch work order tickets on a daily basis.
• Receive work requests from customers and schedule work orders via company-issued toolsets and systems, while keeping stakeholders informed of work order status.
• Properly communicate to subcontractor/technician of the items needed in order to complete the installs; work request, job numbers, work requested etc.
• Maintain work order status throughout the lifecycle process including: dispatching, onsite verifications, status updates, and close-out activities.
• Use the phone to call technicians or sites prior to the install date to verify that the technicians, contractors, or site is aware of their assignments.
• Maintain daily, weekly, and monthly work order schedules, escalate any schedule deviations to the proper project team members.
• Document all project related notes and information in ticketing software to include; project progress notes, arrival time, departure time and issues that arise during the installation.
• Document and communicate with the appropriate team regarding Technician performance, issues, concerns, or problems.
• Improve customer satisfaction/NPS scores.
• Ensure accountability to SLA and customer satisfaction.

Requirements:

• High School diploma, or equivalent.
• At least one year of previous customer service experience required.
• Must be customer-centric with a focus on meeting customer needs and concerns.
• Must be able to successfully work both independently and in a team setting.
• 1 year + related industry experience preferred.
• Ability to anticipate potential problems and proactively troubleshoot to resolve issues.
• Ability to effectively communicate, present information, and respond to managers, employees, customers, and vendors in an intelligent, clear, concise, professional and grammatically correct manner. Tactful communication is key.
• Ability to build collaborative relationships and understand and educate internal and external customers.
• Working knowledge of Outlook, Excel, Access and Word; Alert and PDA preferred.

Benefits:

• Full Benefits: Medical, Dental, Vision, 401K match.
• 28 PTO Days including company holidays.
• Competitive benefits and industry training.
• Certifications.