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Service Dispatcher

Santa Ana, CA 92705

Posted: 11/04/2022 Employment Type: Direct Placement Category: Material Recording-Scheduling-Dispatching-Distribu Job Number: 95583

Job Description


Our client is an Electro-Mechanical manufacturing company seeking a qualified Service Dispatcher.

The successful candidate will be an experienced Service Dispatcher who will take the responsibility to schedule and dispatch Field Technicians to appropriate locations throughout the nation. Will also be responsible for managing the frontline technical support activity to ensure customer service levels are achieved and resolving escalated customer relations issues. We are looking for individuals that will ensure operation and quality of our product as ordered by our customers.

Job Responsibilities:
  • Dispatches service events, monitors status, and reports on daily, weekly and monthly field service activity while optimizing customer service levels.
  • Monitors service events and field technician activities to ensure proper procedures are followed.
  • Ensures dispatches are sent to qualified, available field technicians ensuring a cost effective and balance work schedule.
  • Ensures accurate data is captured and available for reporting.
  • Resolves escalated customer relations issues and escalated field technician issues.
  • Escalates customer calls and correspondence to manager as appropriate.
  • Escalates product issues to functional management and/or appropriate department.
  • Provide excellent customer service to new and existing clients
  • Maintain and operate wireless mobile dispatch technology
  • Arrange for necessary repairs in order to restore service and schedules.
  • Relay work orders, messages, and information to or from Field Technicians.
  • Confer with customers or supervising personnel in order to address questions, problems, and requests for service or equipment.
  • Receive and efficiently prioritize incoming calls in a professional and compassionate manner.
  • Prepare daily work and run schedules, Organize Calendars
  • Receive or prepare work orders.
  • Assist sales staff converting Service to Installation jobs when required
  • Receive and review incoming work orders, both written and electronic
  • Resolve client issues quickly and effectively in a high-volume period
  • Receive and review incoming work orders, both written and electronic
  • Have the ability to quickly learn new computer programs
  • Order service repair materials
  • Process returns and warranty claims

Requirements:
  • Minimum of 3 years’ Service Dispatch experience with outstanding communication skills
  • Proficient in all MS Office applications
  • Flexible and quick thinking in emergent situations
  • Possess excellent communication skills via written quotes, emails, and verbally with clients and office staff.
  • Ability to multitask, manage several projects and a Team player
  • Ability to provide excellent customer service

Pay Scale:  $22.00-$28.00/hour
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