PTG operates under the philosophy of delivering phenomenal experiences. We are guided by our core principles of Engage with Heart, Think Forward and Do it Right, and it shines through in everything we do. We have an all-consuming desire to exceed expectations and build long-term partnerships with our customers, but phenomenal experiences are not only for our customers, but for our team as well. We strive to achieve this goal by adhering to our internal philosophy of Service, Leadership, and Growth.
The Services Dispatch Coordinator’s real job is to coordinate the delivery of a phenomenal customer experience by maximizing efficiency and productivity through the routing of PTG’s resources to the needs of our clients. This role requires an individual with a logistical, methodical approach to problem-solving and the interpersonal skills to assure customers they will be taken care of. This means you’ll need solid communication skills both internally with your peers and externally to our customers. If you’re organized, logical, are able to easily prioritize tasks, then we should talk!!
Position Duties:

• Answer inbound calls
• Actively monitor Help Desk Board for new tickets
• Create service tickets immediately as requests are received
• Determine the level of urgency and priority of incoming customer tickets
• Assess tickets, assign to the appropriate engineers and assist with escalations as required
• Make outbound calls and emails to schedule service appointments
• Actively communicate with customers regarding the status of open tickets
• Enter and ensure correct and complete information in service tickets to ensure proper invoicing
• Audit and correct data records in our ticketing system, ConnectWise
• Manage work in progress including proactive management of all open service tickets needing parts ordered, waiting for parts, or have other special requirements
• Manage and secure in-house customer hardware, coordinate repairs and schedule delivery with the services team
• Monitor dashboards for tickets outside of acceptable ranges and collaborate with engineers to move these items forward to resolution
• Actively update and improve all processes related to Help Desk and Dispatch
• Other tasks and duties as assigned

Position Requirements:

• Self-motivated, thrives and adapts in a fast-paced environment
• Excellent customer service and interpersonal skills
• Strong computer skills including Microsoft Office 365, SharePoint and ERP or ticketing software suites
• Strong understanding of process
• Flexible team-player who is dependable and collaborative
• Strong written and verbal communication skills
• Demonstrated organizational skills of both a physical work environment and digital resources
• Ability to focus on immediate requirements while ensuring ongoing needs do not fall behind, including the ability to identify challenges and communicate before situations derail
• Methodical and creative approach to problem-solving and the ability to skillfully and subtly navigate situations involving conflicting information, incomplete information, different perspectives and dissimilar personalities
• Ability to express empathy when engaging with customers then use facts to make prioritization decisions from a global viewpoint
• Lastly, and possibly most importantly, the ability to voice concerns or problems to make management aware of situations, present proactive solutions and accept the reality that change takes time but when we all work together change will happen.

Why Work for PTG?
Unlimited approved PTO, 401K Match, PTO for Community Service, Company provided Cell Phone, Amazon Prime Reimbursement and more!
PTG is a 9-time Best Place to Work in SC award-winning organization with a strong company culture built on our values of Teamwork, Service and Growth. We expect our team members to serve our customers and each other to provide phenomenal experiences both internally and externally. We provide a generous benefits package to ensure our team is able to balance life and work. Be ready to join a fast-paced, ever-evolving IT company that is bringing on new customers and team members to continue strong growth into the future

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