We are seeking a skilled and organized individual to join our team as a Service Coordinator/Dispatcher. As a Service Coordinator/Dispatcher, you will play a crucial role in coordinating service requests, scheduling projects, dispatching technicians, performing administrative duties, and ensuring timely resolution of customer issues. This position requires excellent communication skills, attention to detail, and the ability to thrive in a fast-paced environment.
Responsibilities:
Receive service requests from customers via phone, email, or online portals.
Gather necessary information from customers, including contact details, equipment information, and service requirements.
Schedule service appointments and dispatch technicians to customer locations based on urgency, technician availability, and geographic proximity.
Communicate with customers to provide updates on service appointments, technician arrival times, and resolution status.
Coordinate with technicians to ensure they have the necessary tools, parts, and information to complete service calls effectively.
Maintain accurate records of service requests, dispatch activities, and customer interactions in our database system.
Collaborate with other departments, such as sales and technical support, to address customer inquiries and resolve issues promptly.
Identify opportunities to improve dispatch processes and implement solutions to enhance efficiency and customer satisfaction.
Requirements:
High school diploma or equivalent; additional education or training in customer service or dispatching is a plus.
Proven experience in a customer service or dispatching role, preferably in the IT, copier or related industry.
Strong organizational skills and the ability to multitask effectively in a high-volume environment.
Excellent communication skills, both written and verbal, with the ability to interact professionally with customers and team members.
Proficiency in computer applications, including Microsoft Office and dispatching software.
Knowledge of IT Industry solutions, copier equipment and terminology is desirable but not required.
Ability to remain calm and composed under pressure and resolve customer issues with tact and diplomacy.
Benefits:
Competitive salary based on experience
Health insurance coverage
Retirement savings plan
Paid time off and holidays
Opportunities for advancement and professional development
