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Hours Full-time, Part-time
Location Phoenix, AZ
Phoenix, Arizona

About this job



About Us:
EMCOR Facilities Services (EFS), an EMCOR core business, services over 1 billion square feet of space worldwide. From corporate campuses to single sites, EFS provides a range of services that support mission-critical areas of financial services, manufacturing, pharmaceutical, transportation, and government sectors.

Job Title: Customer Service Representative - Dispatcher

Job Summary: The CSR Dispatcher is the first line of contact between our customers and technicians. The CSR Dispatcher takes calls for ad hoc or emergency work orders from our customers. This position follows a set process to review work order, diagnose issues, determine nearest technician who is available and connect with the technician and their assigned routing analyst to fulfill the customer request in a timely manner. Trained in both routing and work order systems to assist in meeting client expectations for work order completion.

Essential Duties and Responsibilities:

  • Maintains clear and ongoing communications with Customers, Technicians, and other Employees related to all manners of the service operation, including, but not limited to, incoming service calls, scheduling technicians, purchase orders, quotes, follow-up work, and service history.
  • Enters service calls and record all required information relating to requests for service based on account requirements, including Customer and Site, Caller Name, Caller Phone Number, Problem Code, Description of Problem.
  • Reviews Previous Work Orders to ensure a duplicate call is not being entered and gain an awareness of other activity at the jobsite. Determines the priority level for the service request, and confirm any special notes.
  • Follows dispatch process based on priority level. Dispatch technicians in a timely manner to minimize technician downtime and document all calls, phone numbers and name of technician who accepted.
  • Runs open call listings/reports on an hourly basis to ensure all calls are dispatched within the expected timeframe. Resolves any issues and determine reason or calls that cannot be closed within the expected timeframe. Reviews report with Service Manager for all open calls.
  • Assists as back up for answering incoming phone calls, forwarding to proper party, or directing callers as appropriate.
  • Other duties as assigned

Qualifications:

  • High school diploma or equivalent or two to three years related experience and/or training; or an equivalent combination of education and experience.
  • Two to three years related experience with routing software technology.
  • Ability to read and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to write routine reports, business correspondence and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
  • Ability to solve problems in multiple stressful situations.
  • Strong computer skills are required primarily utilizing Microsoft Office Products and Lotus Notes.

We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. EOE M/F/Vet/Disabled