Service Dispatcher

We are seeking a skilled and organized Service Dispatcher with experience scheduling technician service requests for preventative maintenance. The ideal candidate will have a strong ability to coordinate and prioritize service calls efficiently, ensuring prompt and effective responses to customer needs.

As a Service Dispatcher, you will play an integral role in our Field Service Operations team, ensuring that our valued customers receive a top-tier level of white-glove customer service. Your ability to efficiently schedule and dispatch technicians, communicate effectively with customers, and coordinate service requests with precision will be critical in delivering a seamless and exceptional service experience.

If you thrive in a fast-paced environment and have a background in service coordination, we encourage you to apply.

Responsibilities:

• Managing incoming service requests, dispatching technicians based on availability and expertise, and maintaining clear communication with both customers and field staff.
• Discuss repair services with customers and technicians.
• Ability to manage real-time coordination of technicians and job assignments when there is an emergency.
• Accurately maintain daily, monthly, and annual technician T&M and Preventative Maintenance scheduling systems to include processing, updating, and auditing weekly schedules and work orders.
• Optimizes technician schedules to help reduce customer downtime.
• Maintain the T&M Parts process and communicate to the customer when parts have been ordered and received as needed.
• Maintain and research all month-end scheduling open tickets are needed to process invoices.
• Update customers on services provided and billing invoices both in person and over the phone.
• Open work orders and update applicable systems with service history, as well as process and close work orders for completed work.
• Process and respond to scheduling requests from customers, technicians, and engineers.
• Communicate POC Site changes and submit items requiring Contract Amendments/Adjustments to Customer Account to the Contracts department.
• Ability to provide clear instructions to technicians.
• Ability to provide active listening to accurately assess the customer maintenance needs.

Education/Qualifications:

• High School Diploma required; Associate’s Degree strongly preferred.
• Three (3) years’ experience in service industry scheduling or dispatching.
• Top-notch Customer Service experience strongly required.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Familiarity with WennSoft Service and/or Great Plains Software is helpful.

Success Characteristics:

• Excellent communication and multitasking skills.
• Strong organizational skills with attention to detail.
• Strong problem-solving skills.
• Proficiency with scheduling software are essential.
• Sense of urgency and prioritization skills.
• Self-motivated with excellent problem-solving skills.
• Strong conflict resolution skills.
• Excellent time management skills.
• Adaptability and ability to remain calm in stressful situations.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift 15 pounds.
• Navigate various departments within the organization's facilities.

If you are a self-starting, multi-tasker with a "Can Do" attitude, we invite you to apply! Join us and be a part of a dynamic team committed to delivering exceptional service to our customers.

Prime Power Services, Inc. is an Equal Opportunity Employer.

All qualified applicants are considered for employment without regard to race, color, creed, religion, age, sex/gender, national origin, ancestry, citizenship status, marital status, sexual orientation, gender identity or expression, disability, physical or mental handicap unrelated to ability, pregnancy, veteran status, unfavorable discharge from military service, genetic information, personal appearance, family responsibility, matriculation or political affiliation, or other legally protected status. Prime Power Services maintains a drug-free workplace.

 

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