What are the responsibilities and job description for the Service Order Dispatcher position at Potawatomi Federal Solutions, LLC?
Service Order Dispatcher
Location: Fort Leonard Wood, MO
Employment Class: Full-Time Hourly
FLSA Classification: Non- Exempt SCA
Position Summary:
Advancia Government Services (a federal government contractor) seeks a Service Order Dispatcher. The Service Order Dispatcher employee will answer the Service Desk telephones, respond appropriately and ask questions for information concerning the callers needs based on propriety levels assigned by the Government. The employee will take actions needed based on the caller’s needs, document the call in the appropriate system 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).
**Position is contingent upon award of contract.
Essential Duties & Responsibilities
Ensure that all Customers are provided prompt and courteous service. During both normal duty hours and other-than-normal duty hours of operations, ensure that service order phones are answered within three (3) rings, and prior to the automated attendant system’s placing the caller into the queue, unless all service order clerks are assisting other service order customers. 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 and knowledgeable of all requirements, service order definitions and limitations; 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, receiving calls on other Government telephone lines, and when sending or providing responses to emails.
Receive service calls via telephone system, e-mail, telephone facsimile, or from walk-in traffic.
Notify appropriate contractor or utility personnel telephonically immediately upon receipt of emergency service orders and document the notification of the responsible party.
Enter service orders into DPW’s GFEBS or ArMa requests that are determined to be valid within one hour of receipt, except for emergency (Priority 1) services orders which shall be entered immediately.
Use any provided scripts and outlines for gathering information and prioritizing calls.
Assist with training new employees as needed
Flexibility in work hours based on needs of the contract as mission essential personnel (days, nights, weekends, holidays and inclement weather will be required).
Other duties as assigned
Education & Experience Requirements:
High School Diploma
Knowledge, Skills, and Abilities
Proficient with basic computer operations, including MS Office Suite
Basic ability to navigate and comprehend computer programs
Additional Requirements
· · Selected candidate must be able to obtain and maintain a U.S. passport
· · Selected candidate subject to background check
Advancia Government Services (AGS) is an equal opportunity employer. In order to provide equal employment opportunities for all applicants and advancement opportunities to all employees, employment decisions at Advancia Government Services will be based on merit, qualifications and abilities. 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.
