Description :

• This is not a remote position. The work will be done from the New Orleans Branch (St. Rose, LA).
• The role is for a service dispatcher for primarily fire alarm service but also including Automation, Mechanical, and Security (Access / Cameras).
• This person will be coordinating with technicians, other service coordinators, account owners, sales personnel, and supervisors / managers.

They will report to one person.

• Support, inform, prioritize, and coordinate activities and resources across branch offices and the Digital Service Center.
• Act as primary point of contact for service customers to ensure expectations are met.
• Handle incoming service requests via phone or email, resulting in a service work order and scheduled or dispatched personnel.
• Schedule resources to support standard service agreements.
• Handle decisions regarding the scheduling and movement of resources and material based on the nature of service calls, urgency, contractual obligation, and availability.
• Order and track parts and subcontractors in support of maintenance plans and service calls using the service platform.
• Evaluate time-and-material (T&M) service orders for completed costs and scope of work; process invoices in accordance with standard billing practices.
• Proactively follow up with customers after completion of service to ensure a high level of satisfaction with the quality of work.

Required :

• High School Diploma / GED
• Top 3 skills : Organizational Skills, Efficiency, Attention to Detail
• 2 Years prior experience in dispatching or customer service a plus but not required.
• Soft Skills : Effective Communication, Empathy, Positivity

The interviewing process will be started as soon as possible. The process generally starts with a video call interview with a panel of 3 to 4.

There is then a potential 2nd interview with between 2 and 4 managers.