Dispatcher

Smart Care Equipment Solutions•Brooksville, FL

About The Position

VP Coffee, a Smart Care company, is a distributor and stocking dealer of specialty coffee equipment and espresso machines. We provides Sales and Services and offer consultation, professional training, café design and full support from idea conception to daily operations.

Requirements

Ability to multitask in a fast-paced, ever changing environment
Strong verbal & written communication skills
Must be able to have multiple interruptions per day while maintaining focus and attention to detail
Proven ability to navigate multiple computer systems, applications, and utilize search tools to find information
Proficient in Microsoft (Word, Excel, & Outlook)
Proficient in high-volume alphanumeric data entry and verification into work orders
Adaptable to change and good with technology
Ability to retain new information and pick up on new processes and programs quickly
Strong team player with a positive attitude
Excellent time management skills
Demonstrated ability to make sound decisions under pressure
Ability to take initiative to make things happen
Previous customer service experience required

Responsibilities

Monitor high volume email inbox for work orders from customers and distribute emails to appropriate email folder based on customer and service type
Answer inbound phone calls and assist customers with inquiries
Create service tickets for incoming work orders
Dispatch technicians for service calls, installs and preventative maintenance services according to location and priority level
Ensure proper checklists and paperwork are attached to service tickets for technicians to fill out per customer requirements
Monitor the dispatch board throughout the day to schedule unassigned calls as technicians close out of calls
Create quotes and email to customers for approval for follow-up service calls
Coordinate with parts department to order necessary parts for jobs and track when they arrive so service may be scheduled
Communicate with customers regarding status of work orders via phone, email and through customer portals
Work closely with billing department to ensure accuracy of service ticket information after final work is completed so that customers are billed correctly
Work with ops manager, service managers and other dispatchers in scheduling service calls in order to maximize efficiency of technicians’ time, while ensuring customer satisfaction
Monitor workflow status in dispatch software to ensure follow-up calls are being done in a timely manner according to customer contracts and expectations
Assist with emergency service requests by being a part of the evening and weekend on-call rotation