Professional Services Dispatcher (51033)

Welbilt•Mayfield Heights, OH

23h•Remote

About The Position

We are Garland, a company that designs, manufactures, and supplies best-in-class commercial cooking equipment for the global foodservice market. We are looking for a Service Coordinator to be the central point of contact for customer service inquiries and service dispatch management. This role involves handling customer support calls, creating dispatches, coordinating service calls, following up with customers and Factory Authorized Service Agents (FAS), and ensuring timely resolution of service issues. The goal is to close out non-emergency calls in under 16 business hours and emergency calls in under 8 business hours. The Service Coordinator will also provide basic troubleshooting support and manage customer information in Salesforce. The schedule is Monday - Friday, 8:00 AM - 5:00 PM EST.

Requirements

Experience in customer service, preferably within service coordination or support roles.
Knowledge of service dispatching and coordination processes.
Familiarity with Salesforce or similar CRM software is a plus.
Strong communication skills, both verbal and written, with a focus on customer satisfaction.
Basic technical troubleshooting skills or a willingness to learn.
Strong organizational skills with the ability to manage multiple tasks efficiently.
Ability to work collaboratively with internal teams and external partners (FAS).
Proactive and solution-oriented approach to problem-solving.
Must be located in Central or Eastern time zone.

Nice To Haves

Knowledge of warranty processes and policies is essential for making decisions to dispatch a service call.

Responsibilities

Answer Customer Support Line: Handle incoming customer service inquiries via phone, providing prompt and professional assistance.
Dispatch Service Calls (Priority and Close Within 1-2 Days depending on priority): Assign and manage service calls, prioritizing them appropriately and ensuring they are resolved within 1-2 days.
Follow Up with Customers: Ensure timely follow-up with customers to ensure satisfaction and keep them updated on service status.
Follow Up with FAS (In Assigned Region): Coordinate with Factory Authorized Service Agent (FAS) in the designated region to ensure smooth service operations.
Reassign FAS if Needed: Reassign FAS to different service calls or regions when necessary to ensure optimal service levels and efficiency.
Update Customer Account Info: Maintain and update customer account details in the system to ensure accurate and current information for service tracking.
Maintain Relationship with FAS: Cultivate positive relationships with FAS to enhance service delivery and communication.
Provide Warranty Status Updates to Customers & FAS: Use Salesforce to update and communicate warranty statuses to customers and FAS in a timely manner.
Basic Troubleshooting Support: Provide initial troubleshooting support to customers before dispatching service, resolving basic issues when possible.
Update Notes in a Timely Manner: Ensure service call and customer account notes are consistently updated in Salesforce for accurate tracking and reporting.
Email Monitoring and Reply: Monitor and respond to customer service inquiries via email, providing helpful and timely responses.
Manage time effectively to focus on remaining in the phone queue and available during working hours.
Consistently operate in a manner that aligns with the Company Core Values.