Service Coordinator/Dispatch

SOUTHWEST MATERIAL HANDLING INC•Sunrise Manor, NV

7d•$22 - $26•Onsite

About The Position

The Service Coordinator is responsible for coordinating services for our customers by dispatching field service technicians, efficiently processing work orders, and maintaining additional internal processes. A successful candidate can work in a fast-paced environment while managing phone, text, and customer needs for technicians and external customers. In addition, the candidate will demonstrate a strong focus on customer service and the ability to contribute to a team environment.

Requirements

Natural customer service aptitude and attitude.
Excellent verbal and written communication skills.
Impeccable phone etiquette.
Strong organizational skills and attention to detail.
Solid leadership skills necessary to ensure the field technicians execute direction and assignments efficiently.
Basic understanding of the geographical area and mapping programs to facilitate efficient routing and deployment.
Proven ability to build strong, effective internal and external relationships.
High school graduate.

Nice To Haves

Previous dispatch experience in a fast-paced service industry is highly preferred.
College coursework in business administration is a significant asset.

Responsibilities

Prioritize customer service requests and dispatch technicians based on the customer's needs and the technicians' skills, territory, and availability.
Manage heavy phone traffic and text messages daily from customers by creating communication and ensuring compliance with company policies and processes for peers in a professional and consistent manner.
Build and maintain positive work relations with internal departments to improve the overall communication and flow of services.
Address customer concerns and/or work delays when possible, and escalate cases to management as needed.
Use internal systems regarding creating work orders to ensure proper billing of parts, time and labor on a daily basis.
Ensure invoice accuracy by creating detailed work orders for rework, full maintenance contracts, monthly internals, national accounts, etc.
Update dispatch logs, status of work orders, and all internal forms with up-to-date information consistently.
Forecast workload for 2-3 days in advance or as needed.
Maintain service files to ensure proper completion of process and information contained within the files.
Communicate and partner with A/R regarding customer accounts in regard to over credit limits and CODs to ensure proper billing and receipt of payment.
Coordinate quotes with technicians, CSS and Parts department, and confer with service manager for any questions or concerns.
Manage the opening of vehicle maintenance orders, as needed.
Coordinate back-ordered parts with customers, technicians and parts department.