Service Order Dispatcher
About The Position
Make an impact by joining ServiceSource, a champion for people with disabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and strengthen communities. As a qualified nonprofit agency operating within the AbilityOne program, ServiceSource hires persons with significant disabilities. For the majority of direct labor positions, ServiceSource will obtain documentation of a significant disability as per the JWOD Act. Job Summary Perform Facilities Service Desk functions at the Base Operations Support (BOS) NGA National Campus West (NCW) contract in St. Louis and Arnold, MO. Input facilities data in the Integrated Workplace Management System (IWMS) and coordinate with internal teams and customers. Provide effective customer service and achieve customer satisfaction by delivering services in a professional, courteous, and timely manner.
Requirements
- High School diploma or state certified equivalent required.
- Two years of direct experience with customer service and/or data entry required.
- Ability to obtain and maintain a Top Secret/SCI government security clearance with polygraph is required.
- Customer service oriented and able to work efficiently in a fast-paced environment.
- Work well independently and as a contributing member of a team.
- High level of integrity and personal accountability.
- Ability to read and comprehend simple instructions, short correspondences, memos, labels, and numbers.
- Ability to accept and follow directions.
- Excellent customer service, verbal, and written skills.
- Working knowledge of Microsoft Office (Word, Excel, Outlook) and basic typing skills.
- Ability to identify and define problems and provide solutions.
- Ability to organize, prioritize, and meet deadlines on a daily basis.
- Ability to maintain a high level of performance with limited supervision.
Responsibilities
- Receive and process work requests in accordance with contract standards.
- Enter information into IWMS.
- Complete work requests and preventive maintenance requests by entering all required data into IWMS.
- Scan and attach notes, invoices, and reports to work requests and preventive maintenance requests in IWMS.
- Receive and escalate customer complaints to supervisors.
- Review work requests for completeness according to Performance Work Statement (PWS) requirements.
- Forward to supervisor for further processing.
- Inform customers by email or telephone of work request status and any anticipated delays.
- Provide follow up customer service satisfaction calls.
- Provide exemplary customer services by responding to requests in a professional and timely manner while displaying a positive demeanor.
- File timesheets, work requests, and preventive maintenance requests.
- Escalate emergency requests to responsible shops and supervisors as appropriate.
- Complete assigned trainings by required due dates.
- Perform other related duties as assigned.
Benefits
- Health coverage for you and your family through Medical, Dental, and Vision plans.
- Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.
- A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.
- Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.
- An Employee Assistance Program, Wellness Program, and Tuition Assistance.
- A generous paid time-off program in which the benefits increase based on your tenure with the company.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
