Service Dispatcher/ Administrative Assistant

Turners Consumer Service Inc.•Overland Park, KS

About The Position

We are seeking an organized and efficient Service Dispatcher to join our appliance service company. The ideal candidate will be responsible for managing the scheduling and workflow of our service technicians, ensuring timely and effective service calls. You will be the first point of contact for customers and must have excellent communication skills, including the ability to de-escalate difficult situations. The Service Dispatcher will also handle administrative tasks related to customer payments, service tickets, and warranties.

Requirements

Prior experience as a dispatcher, customer service representative, or administrative assistant in a service-based industry is preferred.
Strong organizational and multitasking abilities.
Excellent communication and customer service skills.
Ability to work in a fast-paced environment and adapt to changing priorities.
Basic proficiency in computer programs (e.g., Microsoft Office, scheduling software).
Ability to de-escalate customer complaints and provide appropriate solutions.
High school diploma or equivalent.
Familiarity with basic appliance terminology or willingness to learn.
Strong attention to detail and accuracy.

Responsibilities

Answer incoming phone calls and schedule service appointments efficiently.
Manage customer expectations regarding service call timing, technician arrival, and service scope.
Address and resolve customer concerns or complaints, ensuring customer satisfaction.
Assign service calls to technicians based on their location, skill set, and the complexity of the job (e.g., compressor repairs, two-man calls).
Monitor technician locations and availability throughout the day to optimize scheduling and minimize delays.
Adjust schedules in real-time to accommodate emergencies, cancellations, or additional service needs.
Track the type of service calls to ensure proper time allocation and resources (e.g., lengthier jobs like compressor repairs vs. quicker fixes).
Ensure that technicians have the correct information and resources for each call, including customer history and job requirements.
Process completed service tickets, ensuring accuracy and proper filing of documentation.
Handle out-of-warranty service calls and ensure that proper billing codes are used.
Process customer payments including credit cards, checks, and cash transactions.
Handle escalated or difficult calls professionally, working to resolve issues while maintaining a calm demeanor.
De-escalate tense situations with customers, offering solutions to resolve their concerns.
Enter completed service tickets into the company’s database.
Keep accurate records of technician hours, completed jobs, and customer payments.
File paperwork and maintain organized records for future reference.