Service Dispatcher

PURPOSE The primary function(s) of this job is to Dispatch Service Technicians and Engineers to maximize billable time and efficiency.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential duties and responsibilities include, but are not limited to, the following:

➢ Provide exceptional customer service where the customer always feels their concerns are priority and are being taken care of in a timely manner.

➢ Answer incoming phone calls and direct accordingly

➢ Manage incoming tickets from portal and create tickets if necessary

➢ Schedule Technicians geographically and based on ticket priority

➢ Be familiar with average ticket times to properly schedule work

➢ Re-arrange schedules to accommodate Critical/High priority issues

➢ Maintain dispatch schedule including Technicians lunch and On-Call shifts

➢ Ensure customers are always aware of the status of their ticket

➢ Train new and/or existing customers on how to properly input a ticket through the client portal

➢ Follow up with customer on reoccurring or critical tickets within 48 hours

➢ Maintain updated customer information in Autotask

➢ Assist Service Manager to ensure the service team is operating efficiently

➢ Work with Warehouse to allocate/pick product for service calls and projects

➢ Work with Service Manager on making sure all tickets are assigned to the correct contracts

➢ Notify management of all guest complaints and concerns and work with management on how to resolve

➢ Report on Time Utilization to Service Manager

MINIMUM REQUIREMENTS

The experience, education, and skills needed to perform the duties for this position include, but are not limited to:

➢ Ability to deal effectively with customers at all organizational levels in all situations

➢ Ability to lift up to 50 pounds

➢ Analytical skills

➢ Friendly attitude

➢ Team player

➢ Ability to work independently/Self Motivate

➢ MS Office knowledge required

➢ Previous Dispatch experience preferred

➢ Autotask experience preferred

MEASUREMENTS OF ACCOUNTABILITY

➢ Reliability and promptness

➢ Able to complete job assignments efficiently and independently

➢ Completion of a weekly timesheet in Autotask with time entries being entered daily as work is performed

Job Type: Full-time

Salary: $33,000.00 /year

Required experience:

• Customer Service: 2 years