Dispatcher

Smart Care Equipment Solutions•Hillsboro, OR

11d•Onsite

About The Position

Turbo Technicians, a Smart Care company and a leading provider of espresso and coffee equipment service and sales, is seeking a full-time Dispatcher to work onsite at its Hillsboro, Oregon office. The schedule is Monday through Friday between 8:00 a.m. and 5:00 p.m. The Dispatcher handles incoming work orders and customer communications, creates service tickets, and coordinates technicians, parts, and follow-up service while helping ensure accurate billing and customer satisfaction. The role also participates in an evening and weekend on-call rotation to assist with emergency service requests.

Requirements

Ability to multitask in a fast-paced, ever-changing environment.
Strong verbal and written communication skills.
Ability to handle multiple daily interruptions while maintaining focus and attention to detail.
Demonstrated ability to navigate multiple computer systems and applications and use search tools to find information.
Proficiency in Microsoft Word, Excel, and Outlook.
Proficiency in high-volume alphanumeric data entry and verification into work orders.
Adaptability to change and comfort with technology.
Ability to retain new information and learn new processes and programs quickly.
Strong team-player skills and a positive attitude.
Excellent time management skills.
Demonstrated ability to make sound decisions under pressure.
Ability to take initiative.
Previous customer service experience.

Responsibilities

Monitor a high-volume email inbox for customer work orders and route emails to the appropriate 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, installations, and preventative maintenance based on location and priority.
Attach the appropriate checklists and paperwork to service tickets for technicians to complete according to customer requirements.
Monitor the dispatch board and schedule unassigned calls as technicians complete their work.
Create quotes and email them to customers for approval for follow-up service calls.
Coordinate with the parts department to order necessary job parts and track their arrival so service can be scheduled.
Communicate work order status to customers by phone, email, and customer portals.
Work with the billing department to ensure service ticket information is accurate after work is completed so customers are billed correctly.
Coordinate with the operations manager, service managers, and other dispatchers to schedule service calls efficiently while maintaining customer satisfaction.
Monitor workflow status in dispatch software to ensure follow-up calls are completed promptly in accordance with customer contracts and expectations.
Assist with emergency service requests as part of the evening and weekend on-call rotation.