Customer Service Representative/Service Dispatch II

Maintenance Dispatch/Customer Service II
About us

Flaum Management Company Inc.

At Flaum Management, our best-in-class property management team in Rochester, NY has successfully executed development in all facets of real estate throughout the Northeast. But we take the most pride in developing relationships: nurturing businesses, witnessing growth, and embracing the wide-ranging assets of our region’s commercial landscape.

Even with our industry-leading track record and our diverse portfolio, we remain a family business at heart. Choose Flaum Management for office leasing, office real estate, commercial rentals and more!

Contact us at (585) 546-4866 today!

· Someone who has excellent customer service skills, self-starter, organized and humble

· Work Hours: 7:00am to 4:00pm, Monday through Friday

· Good computer skills

· Good with spreadsheets and electronics

· Able to empathize and discuss issues with tenants, other employees and managers, and vendors

· Ability to invoice and track cost by jobs

· Ability to review contracts

Primary Job Function:

Maintain, monitor, review, and manage maintenance ticket work flow in the maintenance management software. Clear and concise communications with department managers, employees, tenants and vendors. Deploy, repurpose, track inventory for all mobile devises for company employees. Train and setup all technicians with the maintenance management software on workstations and mobile devises. Prepare and provide accounting with maintenance contract billing information and invoices for processing. Manage and track all real and personal assets in the maintenance management software for reoccurring and scheduled maintenance programs.

Work with the Maintenance Dispatch/Customer Service I to help with the following: Manage incoming call response and documentation. Maintain the Service Technicians daily schedules and dispatch the technicians as Service calls are completed. Schedule return trips with customers when parts are in. Maintain the on-call schedule for service technicians. Maintain customer database with current information. Provide accounting with maintenance contract billing information. Prepare service invoices and timecards for processing.

Reports to: Service Manager

Required Qualifications:

· Advanced customer service skills.

· Ability to multi-task

· Organized

· Geographical knowledge of service area or map reading skills

· Knowledge of industry is recommended but not required

· Excellent understanding on multiple operating system platforms for training maintenance technicians on Apple, Android, Microsoft, and the ability to quickly adapt to any additional operating systems that may become relevant

· Excellent ability to navigate and understand Microsoft Office Suite and PDF software programs for training technicians

Daily Duties:

• Take incoming customer calls when Level I is unavailable.
• Schedule and coordinate all service calls as calls are received.
• Create dispatch ticket for all service calls.
• Dispatch Service Technicians, one call at a time.
• Contact customers with a “Parts Pending” status as parts are received for scheduling.
• Follow up on all pending and recommended work with customer utilizing the pending work log.
• Maintain the maintenance agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals.
• Help Service Manager with marketing issues as directed.
• Order parts for special orders.
• Forward list of parts used by technicians to warehouse for truck restock.
• Update customer and property files as information is received from installation. (Extended warranties, equipment info, new customers, and other tracking)
• Maintain on call schedule, to include 1st on call and standby technician
• Maintain customer history files in database
• File service orders
• Prepare paperwork for all manufacture warranty parts
• Facilitate return of warranty parts
• Update service database from service ticket
• Maintain service invoice log
• Compare service timecards and work orders to service schedule.
• Happy calls / customer surveys.
• Calculate reporting information and enter into software database.
• Train and acclimate new hires and tenants to using the maintenance tracking platform
• Cell phone deployment
• Other duties as assigned

Experience and Education:

• High school diploma or general education degree (GED)
• Computer software experience with Microsoft Office suite for minimum of five (5) years
• Two (2) years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience

Performance Indicators:
Certain key business indicators that will measure the effectiveness of the Service Dispatcher. These include the following:

• Filing of service orders
• Accuracy of customer Maintenance
• Timeliness of billing information to accounting division
• Number of customer complaints due to scheduling
• Number of return trips/call backs due to preparation for call response
• Accuracy of customer history files
• Follow up on pending or recommended work
• Ability to schedule and track reoccurring preventative maintenance and inspections'

Job Type: Full-time

Pay: $21.00 - $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off

Ability to Commute:

• Rochester, NY 14611 (Required)

Ability to Relocate:

• Rochester, NY 14611: Relocate before starting work (Required)

Work Location: In person

Salary : $21 - $24