Customer Service Dispatcher

**Job Details**

**What you will do**

Under general supervision, coordinates customer service requests, from initiation to service completion, and maximizes technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the STM and Team Leads.

Partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations. Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction in a cost-effective manner.

**How you will do it**
- Receives customer requests for unscheduled or scheduled service. Determines customer needs and matches appropriate Technician or Team Lead to the need.
- Communicates the action plan and services to be provided directly to the customer.
- Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed. Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
- Upon completion, reconciles all service requests daily.
- Coordinates labor scheduling to align technician to the appropriate customer and service need. Ensures Technicians are provided daily schedules. Maintains consistent communication with assigned Technicians. Follows up on activities to ensure completion in an established timeframe.
- Assists with creation of L&M quotations.
- Develops and maintains viable long-term relationships with customers and subcontractors.
- Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e. L&M Work outstanding, Accounts Receivable issues) and customer satisfaction issues. Researches and follows up on questions identified during monthly business review.
- Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NxGen.
- Facilitates administration of warranty claims.
- Other duties and administrative activities as assigned.

**What we look for**

**Required**
- High school diploma or equivalent required, plus a minimum of five years of service industry experience managing service operations and/or service scheduling.
- Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
- Must have strong interpersonal skills to effectively communicate with both internal and external clients. Must have the ability to simultaneously handle a large and diverse number of projects, tasks, and issues with tact, cooperation, and persistence.
- Able to prioritize work activities based upon the financial impact on desired business goals.
- Able to influence diverse teams to accomplish tasks/goals.
- Experience working in a fast-paced environment where multi-tasking is required.

**Preferred**
- Associate’s degree
- Experience and/or basic project accounting or costing principals

**What else you’ll get**

Supportive team environment mobile device & laptop. Add to that a competitive salary, best in class benefits package that starts on day 1, which includes medical, dental & vision, Pension plans, tuition reimbursement, paid time off, and career growth opportunities.

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