https://amzn.to/44P6GXZ
Espresso Partners, a SmartCare Solutions company, leading provider of espresso and coffee equipment service and sales, is looking for someone with a heart for people to join our team as a full-time Dispatcher. Monday thru Friday between the hours of 8am and 5pm, with an evening and weekend on-call rotation.
RESPONSIBILITIES:
* Monitor high volume email inbox for work orders from customers and distribute emails to appropriate email folder based on customer and service type
* Answer inbound phone calls and assist customers with inquiries
* Create service tickets for incoming work orders
* Dispatch technicians for service calls, installs and preventative maintenance services according to location and priority level
* Ensure proper checklists and paperwork are attached to service tickets for technicians to fill out per customer requirements
* Monitor the dispatch board throughout the day to schedule unassigned calls as technicians close out of calls
* Create quotes and email to customers for approval for follow-up service calls
* Coordinate with parts department to order necessary parts for jobs and track when they arrive so service may be scheduled
* Communicate with customers regarding status of work orders via phone, email and through customer portals
* Work closely with billing department to ensure accuracy of service ticket information after final work is completed so that customers are billed correctly
* Work with ops manager, service managers and other dispatchers in scheduling service calls in order to maximize efficiency of technicians’ time, while ensuring customer satisfaction
* Monitor workflow status in dispatch software to ensure follow-up calls are being done in a timely manner according to customer contracts and expectations
* Assist with emergency service requests by being a part of the evening and weekend on-call rotation
REQUIREMENTS:
* Ability to multitask in a fast-paced, ever changing environment
* Strong verbal & written communication skills
* Must be able to have multiple interruptions per day while maintaining focus and attention to detail
* Proven ability to navigate multiple computer systems, applications, and utilize search tools to find information
* Proficient in Microsoft (Word, Excel, & Outlook)
* Strong work history with excellent references
* Adaptable to change and good with technology
* Ability to retain new information and pick up on new processes and programs quickly
* Strong team player with a positive attitude
* Excellent time management skills
* Demonstrated ability to make sound decisions under pressure
* Ability to take initiative to make things happen
* Previous customer service experience required
Smart Care Equipment Solutions is an Equal Employment Opportunity/Affirmative Action Employer. Women, minorities, veterans and individuals with disabilities, as well as all other qualified individuals, are encouraged to apply.
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