Dispatch Service Coordinator

· Full Benefits

· Medical

· Dental

· Vision

· 401K match

· 28 PTO Days including company holidays

• →Planning and Scheduling:
• →Receive work requests from customers and schedule work orders via company-issued toolsets and systems.
• →Review work orders and ensure all necessary information is available to successfully complete the requested work.
• →Plan and schedule work orders based on priority and resource availability.
• →Properly communicate all necessary information to resources to successfully complete each work order.
• →Monitoring Progress and Documentation Tracking:
• →Maintain work order status throughout the lifecycle process including dispatching, onsite verifications, status updates, and close-out activities.
• →Document all work order related information in ticketing software to include progress notes, arrival time, departure time and issues that arise with installation.
• →Maintain work order schedules and escalate any schedule deviations to the appropriate customer, resource, and/or project team.
• →Monitoring resources arrival onsite within the specified timeframes.
• →Communicate with technicians and/or sites prior to the install date to verify that the technicians, contractors, and/or sites are aware of their assignments.
• →Communicate proactively with customers to provide status updates, requested deliverables, and confirmation of successful completion of each work order.
• →Document and communicate with the appropriate team regarding resource performance and issues.

• →Adherence to SLAs and Performance Metrics:
• →Ensure compliance with Service Level Agreements (SLAs) and accountability to Key Performance Indicators (KPIs).
• →Quality and Compliance:
• →Ensure compliance with quality standards and operational procedures.
• →Conduct thorough review of work orders to verify accuracy and adherence to guidelines.
• →Improve customer satisfaction/NPS scores.
• →Ensure that corporate policies and procedures are understood and followed.
• →Attend and contribute to bi-weekly operations meetings.

• 1 year + related industry experience preferred
• Customer-centric focusing on meeting customer needs and concerns.
• The ability to build collaborative relationships by working effectively with internal and external customers by promoting open communication and fostering a positive cooperative environment.
• Work both independently and collaboratively within a team environment. Managing tasks autonomously while also contributing effectively to team objectives.
• Proactive problem-solving and anticipating challenges customers may face and addressing to prevent escalation.
• Ability to adapt to fluctuating priorities and effectively managing unexpected challenges and changes in a work environment.
• Ability to assess and interpret information from various sources to make informed decisions and solve challenges effectively.
• Proficient in verbal and written communication skills, with the ability to present information clearly, respond professionally to inquiries and interact with managers, employees and customers.
• Working knowledge of Outlook, Excel, Access and Word;

• High School diploma or equivalent
• At least one year of previous customer service experience required

• Requires regular use of hands and fingers to operate a computer keyboard, mouse and other standard office equipment
• Ability to listen, comprehend, and respond to spoken communication in both in-person and remote setting (e.g., phone calls, video conferencing).
• Ability to view and read information on a computer screen for extended periods, including the capacity to adjust focus as needed to process information effectively.