Job description
Florence, SC
TRACKING CODE
8575
JOB DESCRIPTION
- Maintains a professional image and exhibits excellent customer relations to patients, visitors, physicians, and co-workers in accordance with our Service Excellence Standards and Core Values
- Service dispatchers schedule service calls and route Service Technicians to make needed repairs and complete scheduled projects.
- Ability to work within a team-oriented environment.
- Completes daily job tasks in-office at the dispatch desk.
- Answers incoming phone calls to schedule service appointments for customers.
- Dispatches Service Technicians according to service call needs.
- Gathers detailed address information from customers and get a basic overview of the service issue.
- Relates service issue details to the service crew that will respond and address the service need.
- Prioritizes service requests and schedules jobs to address the most urgent priorities as quickly as possible.
- Dispatches Service Technicians to scheduled appointments and to emergency situations.
- Communicates with Service Technicians.
- Answers incoming radio calls from Service Technicians, and logs this information into the dispatch system, which includes addressing any emergency situations Service Technicians may encounter and relaying information to management or other departments as needed.
- Answers customer questions and addresses customer problems.
- Maintains accurate customer and asset files, including customer information to the work order system and logs/updates information into customer files when scheduling service calls.
- Maintains daily schedules, dispatch board/schedule, and on-call schedules for Service Technicians.
- Communicates clearly and concisely and keeps customers appraised of schedules and requested lead-times.
- Utilizes the work order system to ensure appropriate documentation for all service needs.
- Responds promptly messages left overnight.
- Must be a quick thinker and able to displays positive emotional behavior, as well as apply positive social skills with co-workers, vendors, customers, and patients.
- Service dispatchers have excellent communication and customer service skills and relay succinct information about service issues to crews working out in the field. Businesses hire service dispatchers who have the following essential skills:
- Requires strong verbal communication skills to relay information to service crews and answer customer questions and concerns, and use strong written communication skills to record the essential details of every service job.
- Requires good time management skills
- Requires excellent customer service skills to speak with customers, answer incoming phone calls, manage customer problems, and address customer complaints
- Requires basic computer skills to log information into digital dispatch systems and customer files
- Requires the ability to multitask to handle several phone calls at once and juggle multiple service appointments in a single work day
Minimum of two (2) years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience. Advanced customer service skills; Ability to multi-task; organized; geographical knowledge of service area or map reading skills; knowledge or experience working in the building maintenance field industry is recommended but not required.
WORK SCHEDULE
Full time
JOB LOCATION
Florence, SC, United States
POSITION TYPE
Full time
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