SUMMARY: Technician & customer support functions by providing excellent communication in a fast-paced environment with high volume of phone calls. Coordinate and manage the service calls to be efficient & cost-effective for the company.
DUTIES AND RESPONSIBILITIES:
- Technician & Customer Support
- Call customers in route to dispatch technicians
- Assign and dispatch technicians to the customer’s job sites for service, repair, or installation.
- Monitor schedule to ensure timeliness of appointment arrivals, communicating with customers of any tardiness.
- Monitor schedule when job is completed to maximize dispatch opportunities.
- Monitor schedule for utility locates and call in at least 48 hours in advance
- Assisting technicians onsite with access, pricing thresholds and software issues.
- Creating purchase orders for technicians as needed.
- Debrief technicians upon completion of job to ensure all follow up information is received, and all necessary tasks are created.
- Follow up with all property management work orders, communicating with all necessary parties.
- Monitor technician and helper timesheets to ensure accuracy, correcting as necessary and printing for their approval weekly
- Outbound calls to customers for appointment confirmations.
- Complete various projects as assigned by management.
- Assist Customer Service team with overflow of inbound calls.
- Rotation of on call shifts for nights, weekends and holidays. Review after hours duties below.
- Office Support
- Greet patrons and sign for deliveries and distribute.
- Print, copy, scan & fax
- Ensure kitchen is maintained and restocked as needed.
After Hours Duties Also Include:
- Dispatching technicians to emergencies.
- Calling customers to notify them the technician is on the way.
- Assisting technicians with purchase orders.
QUALIFICATIONS:
- Minimum of 1 year of dispatch experience.
- Minimum of 3 years in other office work experience.
- Excellent verbal and written communication skills.
- Proficient skills Microsoft Office: Word, Excel, Outlook.
- Ability to work with all levels of management.
- Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow.
- Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
- Commitment to excellence and high standards.