Position Description:
Responsible for providing comprehensive support to customers and service department field personnel across all accounts. This role serves as a central point of coordination between customers and technicians, ensuring timely dispatching, accurate work order management, and a consistently high level of customer service in a fast-paced service environment.
Roles & Responsibilities:
- Answer incoming customer calls and emails, address service inquiries, and maintain positive client relationships.
- Dispatch service technicians and third-party service providers, ensuring they receive complete and accurate job details.
- Create, update, and close service work orders in a timely and accurate manner.
- Process service requests and provide information to internal and external customers by interpreting service needs and translating them into actionable service support.
- Serve as a liaison between customers, field personnel, and internal departments to ensure clear communication and service follow-through.
- Research, review, and resolve service ticket issues to support accurate billing and service completion.
- Enter and maintain customer data, including pricing and service-related information, in company systems.
- Participate in after-hours or on-call dispatch support as needed.
- Perform other related duties as assigned in accordance with business needs.
- Demonstrate behaviors consistent with the Company's vision, mission, and values in all interactions with customers, co-workers, and suppliers.
- Comply with all company policies, procedures, and safety standards.
- Any other duties as assigned.
Requirements:
Education
Required
- High School graduate or equivalent
- Three or more years' experience in customer service, dispatching, or related field
Preferred
- Associates degree or higher
Competency:
- Excellent oral and written communication skills and strong customer service skills.
- Demonstrated problem solving skills.
- Ability to work independently and as a team to prioritize tasks.
- Ability to influence and support others in achieving team and company objectives.
Physical Requirements:
- Normal office working environment
- Prolonged periods of sitting and looking at computer screen