Customer Service Rep/Dispatcher Support

Primary Role:

To provide exceptional customer service by meeting customer needs and service/maintenance commitments through the coordination of manpower, tools, and equipment. To provide exceptional customer service to internal customers through document preparation, proposal preparation, purchase orders, and agreement files. Ensure cross-training with the Project Coordinator to support when necessary. Always dress and perform all duties and treat all customers and associates as Business professionals.

Customer Service

• Provide responsive customer service. Answer customer calls quickly and pleasantly. Gather all the customer information required for proper scheduling and invoicing. Input the information into the dispatching system.
• Schedule all customer requests for service promptly and dispatch the appropriate service technician based on the customer, the nature of the call, the skill level required, the response time required, etc.
• Maintain a schedule and notify all customers in advance of the PM schedule according to the Customer Service (CS) Best Practices policy and procedure. Note in the call slip the name of the person notified and date of contact, according to CS Best Practices Policy and Procedure.
• Provide Work Order/Project numbers to each technician upon the dispatch assignment of each call, maintaining dates and notes of completed work in the Call Slip of the Coins System. Use a resolution code upon completion of all call slips in the software.
• Follow up promptly on any open items (part orders, rescheduling, etc.) following the conclusion of the service call.

Customer Retention

• Perform all duties with the goal of building and maintaining long-term customer relationships.
• Immediately address any customer's concern. Request the involvement of other Midwest Mechanical Group personnel as required. Notify your supervisor of the concern and the action taken to resolve it.

Productivity

• Know the needs of each customer, the capabilities of each technician, and the geographic area so you can provide the direction and support required to maximize the productivity of the service technicians.
• Take the steps necessary to ensure that the service technicians have the required information, tools, equipment, and parts to complete their assignments.

Inventory

• Maintain inventory records for all assigned technicians.
• Assure that parts, equipment, etc., are properly charged to and from inventory.

Purchasing

• Respond promptly to purchasing needs. Utilize the purchase order system.
• Maintain vendor relations to provide a continuous flow of information and pricing.
• Know the vendors serving the Company and the products that they provide so you can provide a quick response when parts are needed.

Safety

• Use safe work practices in the office and promote safe work practices in the field.
• Notify your supervisor of any unsafe conditions.

Special Projects

• Perform any special projects and provide any support needed to the Customer Service Lead Representative as requested by your supervisor.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.