Service Order Dispatcher (Part Time/On Call)

Position Title: Service Order Dispatcher (Part Time/On Call)

Division: Advancia Government Services            

Location: Fort Leonard Wood, MO

Employment Status: SCA Hourly (20 hours per week, after hours on-call)

Hourly Pay: $18/per hour (plus $4.93/hour H&W) 

Position Summary

The Service Desk Dispatcher employee will answer the DPW Service after-hours cellphone, respond appropriately and ask questions for information concerning the callers’ needs based on propriety levels assigned by the Government. The employee will take appropriate actions based on the caller’s needs, document the call and notify additional contractors of needed assistance for the caller. The employee operates this system for the Directorate of Public Works (DPW) Service Order Desk for Fort Leonard Wood (FLW), Missouri and the Lake of the Ozarks Army Recreation Area (LORA).

Essential Duties & Responsibilities

·   Ensure that all DPW Customers are provided with prompt and courteous service. During after-hours operations (M-F 1630hrs-0700hrs & 24 hours on Sat./Sun. & Federal Holidays), ensure that service order phones are answered within three rings, and prior to the automated attendant system’s placing the caller into the queue. Calls which have been placed in the queue by the automated attendant system shall be answered immediately upon transfer to a clerk.

·   Be familiar with all information, knowledgeable of all requirements and service order definitions and limitations as outlined in the provided guidance book. FLW real property inventory, GFEBS service order data entry and operations, DPW operations, DPW Base Maintenance Services Contractors’ operations and shop structures and other pertinent information necessary to answer customer inquiries and accurately enter and assign service orders.

·   Identify themselves as a contractor employee when answering the DPW Service Order Desk telephone and when sending or providing responses to emails.

·   Notify appropriate contractors or utility personnel telephonically immediately upon receipt of emergency service orders and document the notification of the responsible party.

·   Use any provided scripts and outlines for gathering information and prioritizing calls.

·   Flexibility in work hours based on needs of the contract as mission essential personnel (days, nights, weekends, holidays and inclement weather will be required).

  ·   Relay priority one service requests via email by 0800 the following business day.

Education & Experience Requirements

Education

• High School Diploma

·     

Experience

•  Proficient with basic computer operations, including MS Office Suite

•  Basic ability to navigate and comprehend computer programs

• Customer Service Experience required

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Advancia Government Services is an equal opportunity employer. Advancia Government Services does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, marital status or any other characteristic protected by law.

Salary : $5 - $18