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Use left and right arrow keys to navigate
Hours Full-time, Part-time
Location Louisville, KY
Louisville, Kentucky

About this job

Job Summary

The Technician Dispatch Scheduler maintains installation technicians daily schedules and dispatch the technicians as service calls are completed, and schedule return trips with customers when technology is in need of service. CSRs also ensure clear and concise communications with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times.

Responsibilities and Duties

  • Assisting with service desk requests (voice, voicemail, email) from customers. Assessing needs and answering or directing requests accordingly. 90% of all calls to be answered in three rings or less.
  • Generating and prioritizing service orders to resolve service requests.
  • Service Coordinators will be provided with a standard script for troubleshooting/call routing. Must be capable of organizing and communicating the service technician or external subcontractor schedules. Brief technicians in person when appropriate.
  • Working with end users on closed tickets to ensure technician met or exceeded expectations, reporting any customer satisfaction issues to management as needed.
  • Recording details on completed service orders to assist with invoice generation process. Working with technicians to ensure that all documentation/reporting deliverables are available to customer as required per the contract or SOW.
  • Serving as first-point-of-contact for all phone calls to the corporate and/or branch office general number. 90% of all calls will be transferred to the right person the first time, if unsure, to avoid bouncing customers to multiple points, take responsibility to find resolution and handle accordingly.
  • Providing support for field personnel (such as phone numbers, directions, customer info, etc.).

Education and Experience

  • Diploma or equivalent required. Associate’s or Bachelor’s degree preferred.
  • 2+ years in customer service environment, preferably with experience in the IT industry and with understanding of basic IT terminology
  • Familiarity with MS Office (Word, Excel, Outlook)
  • Familiarity with multi-line phone systems
  • Familiarity with ticket management or CRM system

Key Competencies/Behaviors

  • Professional demeanor
  • High level of attention to detail
  • Self-motivated, achievement-oriented with time management skills
  • Excellent written communication and presentation skills
  • Must be comfortable working in a deadline-oriented, fast paced business environment with shifting priorities

Benefits

Medical, Dental, Vision, Life, Long and Short Term Disability, PTO, 401K, Holidays.