Job Summary

The Customer Service Dispatcher for Service Technicians plays a vital role in facilitating efficient communication and coordination between customers and service technicians. This position is responsible for scheduling service call, dispatching technicians to customer locations, and ensuring timely resolution of service requests while maintaining high levels of customer satisfaction.

Job Responsibilities

Service Scheduling and Dispatch

· Receive and prioritize service requests from customers via phone, email, or online platforms.

· Dispatch service technicians to customer locations, providing detailed information about service requests and location specifics.

Communication Management:

· Serve as the primary point of contact for customers and service technicians, providing updates on service status and any changes or delays.

· Coordinate communication between customers and technicians to ensure smooth service delivery and timely resolution of issues.

· Respond promptly to customer inquiries and concerns, providing accurate information and addressing any issues or complaints effectively.

Resource Allocation and Coordination:

· Allocate resources efficiently to meet service demand, optimizing technician schedules and workload distribution.

· Coordinate with service teams to prioritize urgent service requests, handle emergencies, and minimize service downtime.

· Monitor service technician activity and location using dispatching software or tracking systems to ensure timely arrivals and service completion.

Documentation and Reporting:

· Generate reports on service performance metrics, including response times, resolution rates, and customer satisfaction scores, for management review.

· Identify trends or recurring issues in service requests and collaborate with management to implement corrective actions or process improvements.

Customer Relationship Management:

· Cultivate positive relationships with customers by providing courteous and professional service, addressing their needs promptly, and ensuring a positive service experience.

· Gather feedback from customers regarding service quality, technician performance, and overall satisfaction, and relay this information to management for continuous improvement.

Qualifications and Skills:

· High school diploma or equivalent; additional education or training in customer service or dispatching is preferred.

· Previous experience in customer service, dispatching, or field service coordination roles is highly desirable.

· Excellent communication skills, with the ability to convey information clearly and effectively to customers and technicians.

· Strong organizational and multitasking abilities, with the capacity to prioritize tasks and manage multiple service requests simultaneously.

· Proficiency in computer skills, including experience with dispatching software, CRM systems, and Microsoft Office applications.

· Problem-solving skills and the ability to remain calm and composed under pressure, especially during high-volume or emergency situations.

· Team player with a collaborative mindset and the ability to work effectively with cross-functional teams and diverse stakeholders.

Job Type: Full-time

Pay: $36,000.00 - $40,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to Relocate:

• Pittsburgh, PA 15238: Relocate before starting work (Required)

Work Location: In person