Service Desk Dispatcher

GENERAL SUMMARY:
The Service Desk Dispatcher is responsible for providing maximum support to our residential and commercial clients and our field service team members.

Essential Duties and Responsibilities:
Act as the single point of contact to the customer for all types of service requests
Coordination with field service technicians to ensure maximum results on open work orders
Pre-process service requests as they arrive through email, manual entry, or direct customer input
Schedule field technician work orders on the Company dispatch portal
Monitor eta's again field technician schedules to ensure proper response time to open service requests
Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed changes

Additional Duties and Responsibilities:
Improve customer service, perception, and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Improve usage and increase productivity of support resources
Escalate service requests that cannot be scheduled within agreed service levels
Report the utilization of company resources and successful completion of service requests to the Service Desk Manager
Responsible for entering notations regarding time and expenses as it occurs to CRM
Add all work order documents received from field technicians as attachments into Helpdesk CRM

Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Basic computer and operating system knowledge
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization’s key services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide support services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast moving environment

Call Type

Skills Required

Details