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Service Dispatcher

Company: Stealth Monitoring, Inc.
Location: Dallas
Posted on: June 25, 2022

Job Description:

Position SummaryService Dispatchers are responsible for the timely dispatch of service requests. The service Dispatcher regularly interacts with customers, associates within the service team, field service leaders, and technicians. They are also required to schedule on-site appointments with customers, dispatch field service technicians/subcontractors, follow up on the timely completion of both service requests and preventative maintenance requests and updating repair tickets within the ticketing system. A successful candidate will have experience scheduling and dispatching technicians, multi-tasking competing priorities and interacting with Customers in time-sensitive scenarios. Duties & ResponsibilitiesJob Responsibilities

  • Confirm service request scope accuracy, special requirements, and schedule service appointments directly with customers.
  • Must be able to find and research a customer's service and/or alarm history.
  • Route field resources as efficiently as possible while meeting Customer expectations.
  • Interface with Branch to align on backlogs, plans, escalations, exceptions and issues needing attention.
  • Work with local branches to follow up on pending items preventing completion such as part orders, repairs, skill availability, etc.
  • Communicate directly with customers providing any necessary details regarding our service, such as schedules, deliverables, and ETA's.
  • Promptly return customers' calls and inquiries with customers as promised.
  • Build sustainable relationships with customers through open and interactive communication.
  • Process open service & maintenance requests in line with target metrics.
  • Close service tickets by capturing relevant information from field technicians including times, dates, findings, causes and resolutions.
  • Handle incoming phone calls from Customers, field technicians/subcontractors, and branch personnel.
  • Advise technicians on all open issues at Customer sites and ensure all are addressed as part of an on-site attendance.
  • Proactively communicate with customers, both written and orally, ensuring all needs are met in a timely manner.
  • Responsible for creating and maintaining the schedule, load planning and coordination of subcontractors and techs to meet customer service levels.
  • Other duties as assigned.QualificationsRequired:
    • High School Diploma
    • Excellent written and verbal communication skills, including strong telephone skills.
    • Strong computer keyboarding skills: the ability to type while speaking on the phone.
    • Excellent Customer Service skills: able to diffuse tension, listen, empathize, and work to set & meet expectations towards solving Customer issues in a calm fashion.
    • Excellent attendance track record.
    • Possesses the ability to build relationships with internal and external customers and vendor partners.
    • Experience with Microsoft Word, Excel, Outlook and Web Browsers.
    • Must be proactive.
    • Understand maps/giving directions.
    • Ability to work under pressure and independently in a fast-paced environment where priorities change quickly.Preferred:
      • 2+ years experience in a security, EMS, or field service dispatch role.
      • Able to work in a 24/7/365 call center; be open to shift work including the possibility of working on recognized holidays.
      • Experience with client/server or cloud-based service dispatch applications.
      • Experience in a call center environment.
      • Ability to remain positive, constructive, and productive under conditions of urgency, ambiguity, and uncertainty (e.g., shifting priorities, and crises).
      • Degree from an accredited University.Working ConditionsThis job operates in a professional office environment.

Keywords: Stealth Monitoring, Inc., Dallas , Service Dispatcher, Professions , Dallas, Texas

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