**Overview:**
Maintain the Service Technicians' daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. Maintain the on-call schedule for service technicians. Maintain customer database with current information. Clear and concise communications with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times. Provide accounting with maintenance contract billing information. Prepare service invoices and timecards for processing.
**Responsibilities:**
- Take incoming customer calls.
- Schedule and coordinate all service calls as calls are received.
- Create a dispatch ticket for all service calls.
- Dispatch Service Technicians, one call at a time
- Update customer files as information is received from installation. (Extended warranties, equipment info, new customers, etc.)
- Dispatch Service Technicians from home to first call.
- Debrief Service Technicians after completion of each call.
- Respond to all messages left overnight.
- Maintain the dispatch board / schedule.
- Forecast workload for 2 – 3 days out
- Contact customers with a “Parts Pending” status as parts are received for scheduling.
- Follow up on all pending and recommended work with customer utilizing the pending work log.
- Maintain the maintenance agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals.
- Maintain on call schedule, to include 1 on call and standby technician
- Maintain customer history files in database
- File service orders
- Prepare paperwork for all manufacture warranty parts
- Facilitate return of warranty parts
- Update service database from service ticket
- Maintain service invoice log
**Qualifications:**
- Advanced customer service skills.
- Ability to multi-task
- Organize
- Geographical knowledge of service area or map reading skills
- Knowledge of industry is recommended but not required
- Computer skills
- High school diploma or general education degree (GED)
- Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience.
This position offers competitive compensation and the opportunity to work in a collaborative team environment. If you meet the qualifications outlined above and are passionate about providing top-notch customer service, we encourage you to apply for this exciting opportunity as a Dispatcher/Customer Service Representative.
Job Type: Full-time
Pay: $12.00 - $25.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Holidays
- On call
Experience:
- Dispatching: 1 year (Preferred)
Ability to Commute:
- Fayetteville, NC 28304 (Required)
Ability to Relocate:
- Fayetteville, NC 28304: Relocate before starting work (Required)
Work Location: In person