Customer Care Service Support Coord

Johnson Controls•Kansas City, KS

14d•Remote

About The Position

The Retail Service Support Team Dispatcher is responsible for scheduling and dispatching the field labor force to meet customer requests and expectations. This role ensures timely and efficient service delivery by prioritizing calls based on urgency, contractual obligations, available resources, and customer needs within the assigned district. The Dispatcher coordinates closely with technicians and District Managers to optimize scheduling and resource allocation.

Requirements

High school diploma or equivalent; associate degree preferred.
2+ years of experience in dispatching, scheduling, or customer service roles.
Strong organizational and multitasking skills.
Excellent communication and problem-solving abilities.
Proficiency in scheduling software and Microsoft Office Suite.
Ability to prioritize tasks under pressure.
Strong attention to detail and accuracy.
Customer-focused mindset with a commitment to service excellence.

Responsibilities

Schedule and dispatch field technicians to service calls based on urgency, customer requirements, and resource availability.
Modify and reschedule appointments as needed to accommodate emergency calls or changing priorities.
Document all rescheduling reasons accurately in the system for tracking and reporting purposes.
Track and manage return trips for incomplete service calls.
Monitor and track parts availability to ensure timely completion of service requests.
Coordinate delivery of parts for scheduled jobs.
Respond promptly to emergency service requests, adjusting schedules and resources as necessary.
Maintain clear communication with technicians and District Managers to ensure efficient scheduling and customer satisfaction.
Attend district meetings to provide updates and align on operational priorities.
Document all scheduling changes, service requests, and dispatch activities accurately.
Work on special projects as assigned by the manager.