Dispatch Service Agent 1
About The Position
Under general supervision, this role coordinates customer service requests from initiation to service completion, aiming to maximize technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from Team Leads. The position partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations. It involves analyzing and assessing technical team performance and making adjustments as needed to enhance customer satisfaction in a cost-effective manner.
Requirements
- High school diploma or equivalent required
- Demonstrated ability to perform work independently
- Solid organizational and attention to detail skills
- Strong interpersonal skills to effectively communicate with both internal and external clients
- Ability to simultaneously handle a large and diverse number of projects, tasks, and issues with tact, cooperation, and persistence
- Ability to prioritize work activities based upon financial impact to desired business goals
- Ability to influence diverse teams to accomplish tasks/goals
Nice To Haves
- Associates degree preferred
- Preferred minimum of five years of service industry experience managing service operations and/or service scheduling
- Experience and/or basic project accounting or costing principles is desired
Responsibilities
- Receives customer requests for unscheduled or scheduled service, determining customer needs and matching the appropriate Technician or Team Lead.
- Communicates the action plan and services to be provided directly to the customer.
- Ensures work has been performed to the customer’s expectations and performs follow-up.
- Answers customer inquiries and resolves or escalates customer issues.
- Reconciles all service requests daily upon completion.
- Coordinates labor scheduling to align technicians with appropriate customer and service needs.
- Ensures Technicians are provided with daily schedules.
- Maintains consistent communication with assigned Technicians.
- Follows up on activities to ensure completion within established timeframes.
- Assists with the creation of L&M quotations.
- Develops and maintains viable long-term relationships with customers and subcontractors.
- Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status and customer satisfaction issues.
- Researches and follows up on questions identified during monthly business reviews.
- Ensures that all customer account information required for call management and scheduling is kept up to date.
- Provides business review support.
- Provides billing support.
- Provides customer retention support.
- Facilitates the administration of warranty claims.
- May guide and prioritize the activities of Customer Service Agent Assistants.
- Periodically performs duties of the Customer Service Agent Assistant as overflow demands.
- Answers incoming customer calls and resolves issues and/or takes notes to pass to the appropriate department.
- Performs other duties and administrative activities as assigned.
Benefits
- Competitive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
