Service Dispatcher

MUST BE Local to Middletown CT or Canton MA

Onsite from 7-4p

Interview Process:

In person interview

Service Dispatcher

The Service Dispatcher is essential to our business and will be reporting to the Branch Manager. Join our world class team of diligent problem solvers, innovators, fresh thinkers, and communicators who excite and inspire others. We are looking for energetic, detail-oriented leaders that focus on execution, meet commitments, break through turf issues, and have a passion to exceed customer expectations

What You Will Do:

Receive incoming telephone calls. Assess and dispatch service calls

Provide feedback to the call center for call loading improvements and customer concerns

Provide field team with parts support to help minimize return trips

Assist the field team with call overloads and direction

Prioritize and determine best available technician to complete job

Maintain the quality, quantity, and timeliness of dispatch to customer needs, questions or problems

Ensure proper communication with customer to gather all pertinent information for service call

Consistently follow-up with customer to ensure completion and satisfaction

Track all service calls and provide service call reporting and metrics to management

Maintain service call logs and service manuals

Perform monthly technician’s rides to better understand team support requirements and business needs

Promote the sale and implementation of service agreements to customers

Coordinate with National Accounts service dispatch

Provide administrative/back-up assistance to Service Supervisor

Performs duties and responsibilities as described in the quality system

Perform work according to the Field Operations Policy and Procedures Manual.

Perform other assignments as directed by manager in support of service operations

Work with Installation coordinator on manpower sharing opportunities to increase productivity

What You Need to Succeed:

A valid state driver’s license, without restrictions, is required for this position.

1+ year of customer service or dispatching experience

High School Diploma or GED

In addition, you ideally bring …

Associate degree

2+ years of service management/call center/field service experience desirable

2+ years field service experience

Skills or experience with personal computers, including electronic E-mail, personal scheduling, word processing and electronic spreadsheet skills (MS Office)

Excellent written and verbal communication skills required

Self-motivated, requires minimal supervision.

Knowledge of security hardware industry required

Time management and organizational skills required.

Customer service orientated

Ability to handle multiple priorities

Proven knowledge of team development preferred

Ability to work in a deadline driven environment