Service Dispatcher

MCT Companies • Richland VII Precinct, NE

10d • $23 - $26

About The Position

The Service Dispatcher provides customer service to customers and technicians, manages Repair Order details and billing components, and ensures accurate accounting of resources. The role reviews and analyzes Repair Order expenditures and takes ownership of work that meets or exceeds customer expectations. The schedule is Wednesday through Saturday, 2 p.m. to midnight, with a four-day work week. One shift may be worked from home after training. This shift includes an additional $1 shift differential.

Requirements

• High school diploma or GED.
• Excellent customer service skills.
• Critical thinking, problem-solving, and sound judgment to complete tasks efficiently, correctly, and productively.
• Technical knowledge of refrigeration systems and products to prioritize issues and ensure timely completion of work.
• Intermediate computer and data-entry skills using Windows-based software.
• Knowledge of Microsoft Outlook and Excel; Word and PowerPoint knowledge is a plus.
• Active listening, oral and written comprehension skills, and commitment to quality service.
• Geographic knowledge sufficient to identify the closest dealerships.
• Ability to work independently with little to no supervision.
• Ability to make decisive and precise decisions in a timely manner.
• Ability to meet attendance and punctuality expectations, including arriving before the scheduled shift and following absence and vacation-approval procedures.

Nice To Haves

• Previous technician experience.
• Knowledge of Microsoft Word and PowerPoint.

Responsibilities

• Promote and adhere to safety culture for self and others.
• Maintain the call schedule for service technicians across MCT’s family of companies.
• Review all tickets and provide updates to active tickets every two hours.
• Identify appropriate personnel and communicate action plans to address equipment breakdowns nationwide and resolve customer issues.
• Use the dealership directory to identify the nearest on-call service resource on a 24-hour basis.
• Answer calls and respond appropriately to specified equipment failures.
• Manage Repair Orders and ensure proper billing for warranty, parts, and service time.
• Monitor and track repairs through completion and invoicing.
• Educate customers on unit operations and respond to field questions using analytics and reporting.
• Work with customer Service Contracts and coordinate preventative maintenance schedules.
• Provide shift coverage when needed due to paid leave and perform on-call duties as necessary.
• Handle customer calls and complaints concerning service-related issues.

Benefits

• Paid time off starting on day one.
• Holiday pay.
• Medical, dental, and vision insurance.
• Health savings account and flexible spending accounts.
• Company-paid long-term disability insurance.
• Company-paid short-term disability insurance.
• Life and AD&D insurance.
• 401(k) with employer match.
• Annual clothing allowance.
• Fun and rewarding work environment.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED