What are the responsibilities and job description for the Service Dispatcher position at United Business Systems?
Service Dispatcher
United Business Systems (UBS) is looking for a full-time Service Dispatcher to join our team at our Buffalo, NY headquarters.
As a Service Dispatcher, you will be an important first point of contact for our customers when they need service or technical assistance. You will be responsible for receiving and triaging service requests, performing basic troubleshooting, coordinating service technicians, and ensuring our customers receive prompt and professional support.
This is a full-time, in-office position that is ideal for someone who enjoys working with people, solving problems, staying organized, and working in a fast-paced environment.
What You'll Do
- Serve as the first point of contact for customers experiencing service or equipment issues
- Answer incoming calls, identify customer needs, and route calls appropriately
- Receive, document, and prioritize service requests
- Triage service calls and determine the appropriate next steps
- Use online tools, manufacturer resources, and internal applications to perform basic troubleshooting
- Determine when an issue can be resolved remotely and when a service technician needs to be dispatched
- Communicate with customers regarding service requests, troubleshooting steps, technician arrival times, and updates
- Coordinate and schedule service technicians based on urgency, location, technician availability, and required expertise
- Register new equipment and devices in UBS and manufacturer systems
- Maintain accurate customer, equipment, and service information in company systems
- Perform basic receptionist and general office responsibilities, including answering and routing calls and responding to general customer questions
- Assist with other administrative and service-related responsibilities as needed
What We're Looking For
- Strong customer service and communication skills
- Previous experience in a customer service, dispatcher, receptionist, administrative, or office environment
- Comfortable speaking with customers over the phone and handling multiple requests throughout the day
- Basic troubleshooting and problem-solving skills
- Comfortable using computers and learning new software applications
- Working knowledge of Microsoft Windows and Microsoft Office
- Strong organizational skills and attention to detail
- Ability to prioritize multiple service requests and remain calm under pressure
- General geographical knowledge of Western New York, including the Buffalo and surrounding areas
- Ability to work independently while also collaborating with service technicians, sales, and administrative staff
- Professional, dependable, and team-oriented attitude
Experience That Would Be a Plus
Experience in any of the following areas is a plus, but not required:
- Copier/printer or office equipment
- IT help desk or technical support
- Service dispatching
- Field service coordination
- Customer service
- Telecommunications
- Managed IT services
- Equipment repair/service
Compensation & Benefits
- $20–$25 per hour, based on experience
- Full-time, Monday–Friday
- Full benefits package
- Paid Time Off (PTO)
- Stable, long-term opportunity with a locally owned and operated company
- Professional, team-oriented work environment
About United Business Systems
United Business Systems is a locally owned, family-operated technology company serving businesses throughout Western and Central New York. We provide businesses with office technology, production print, document management, managed IT, cybersecurity, and other technology solutions.
Our service team plays a critical role in the customer experience, and our Service Dispatcher will be an important part of keeping that team organized, responsive, and efficient.
If you're a customer-focused problem solver who enjoys helping people and keeping things moving, we'd like to hear from you.
Pay: $20.00 - $25.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Retirement plan
- Vision insurance
Work Location: In person
Salary : $20 - $25