Customer Service Representative / Dispatcher

PriorityOne Group • Albuquerque, NM

1d • $20 - $26 • Onsite

About The Position

Customer Service Representative/Dispatcher
Albuquerque, NM – This is a full-time, on-site position based at our headquarters.
Are you looking for an opportunity to work in a fast-paced work environment for a company that provides critical services to thousands of customers? If so, we may be the right fit for you! PriorityOne Group is a full-service commercial kitchen equipment repair company. We provide emergency repair and preventative maintenance services to restaurants, QSRs, convenience stores, retailers, coffee shops, schools, medical facilities and more. Our areas of expertise include refrigeration, cooking, espresso, beverage, and water filtration equipment. Learn more about us at https://priorityone247.com/
Job Responsibilities
As a member of our Customer Service & Dispatch Team, you'll be at the heart of our operations, acting as the crucial link between customers and technicians. Your primary responsibilities will include communicating with customers by phone and email, and coordinating with technicians to ensure work orders are addressed promptly and accurately.
In this role, you will assign service orders to the appropriate technician at the requested or available time, ensuring our customers receive courteous and efficient service. You must remain calm, clear, and in control at all times, especially in high-pressure situations. The ideal candidate is dependable, organized, and thrives in a fast-paced, constantly changing environment.
Customer Service: As a Customer Service & Dispatch Associate, most of your day will be spent in an office environment communicating with customers, technicians and other internal teams by phone, email, text or web-based systems.
Data Entry: Enter service requests into field service management system. Update customer, contact and ticket information in customer relationship management system.
Dispatch & Scheduling: Prepare schedules and routes based on location and service urgency. Ensure service locations are ready for technician visits.
Work Order Management: Continuously monitor the status of work orders including SLAs (service level agreement or contractual response times), resolve scheduling issues, and coordinate with other internal departments when work orders are delayed.

Requirements

• Must be 18 years of age
• Completion of a satisfactory background check and drug screen required
• Intermediate experience in Microsoft Office (Outlook, Excel, Word, Teams) and Microsoft Windows based software environments

Nice To Haves

• Experience in dispatch, customer service and/or restaurant management is a plus
• At least 2 years of related customer service or dispatch experience
• Exceptional work ethic and attention to detail
• The ability to multi-task, think critically, and adapt
• Strong organizational and time management skills
• Ability to work independently with minimal direct supervision
• Strong communication skills, both verbal and written

Responsibilities

• Communicating with customers by phone and email
• Coordinating with technicians to ensure work orders are addressed promptly and accurately
• Assign service orders to the appropriate technician at the requested or available time
• Enter service requests into field service management system
• Update customer, contact and ticket information in customer relationship management system
• Prepare schedules and routes based on location and service urgency
• Ensure service locations are ready for technician visits
• Continuously monitor the status of work orders including SLAs (service level agreement or contractual response times)
• Resolve scheduling issues
• Coordinate with other internal departments when work orders are delayed

Benefits

• Medical, Dental, and Vision insurance
• Paid time off (PTO)
• 401(k) with company match
• On-the-job training and development opportunities
• Town Shares Program: Enjoy the benefits of our Town Shares Program, giving you the opportunity to share in the long-term financial success of our company as you grow with us!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed