Dispatcher in the Service Department.
This position reports to the Technical Support and Dispatch Manager.
Deliver world class customer service while interacting with the customer via phone/email. Will assist with the flow of service work through the service department in a professional and timely manner. Perform administrative duties that are assigned by the Dispatch Manager.
Essential Duties and Responsibilities include the following :
Answer any customer questions via phone/email with a high level of professionalism and a sense of urgency.
Open service tickets for incoming requests
Provide accurate information to field employees through phone, e-mail, outlook calendar, and dispatch tool.
Probe general service and dispatch email boxes throughout the day and respond with a sense of urgency
Create a "clean" order that is ready to be dispatchable and has all the pertinent information the Field Engineer will need to be successful.
Collaborate with other dispatchers/customer service reps, RSM's and other service personnel to meet the needs of our customers
Prepare estimates when required.
Closeout ESR's in Sales Logix once FE submits
Document every customer interaction
Providing timely follow-up for open service requests
Complete any assigned e-learnings
Data cleansing tasks
Assist Schedulers' with their day to day activities
Primary People Contact:
Field Service Engineers
Knowledge, Skills, Attitude:
Ability to handle a hectic, fast pace, ever-changing work environment, while maintaining a professional attitude
Must be organized, efficient, detail-oriented, innovative and effective problem-solver
Ability to work independently or with a team.
Exceptional communication skills, written and verbal, as well as excellent interpersonal skills to foster interaction within all levels of the organization, clients and subcontractors
Experience with computerized office systems and software (i.E., Microsoft Office Suite, Microsoft Outlook, Syteline, and Sales Logix)
Maintain a professional appearance along with a clean work area.
Ability to work overtime as needed
Other duties as assigned
High School Diploma or equivalent
College degree preferred
2 yrs. Related experience in a customer service/administration position preferred