Field Service Dispatcher - Lincolnshire, IL (up to $18 / hour)
- To coordinate and maintain the service technicians’ daily schedules and optimize technician routing in order resolve service calls in a timely manner and meet customer expectations.
- To work cross-functionally between sales, service, and finance.
- To deliver clear and concise communications with department managers, colleagues and clients; including keeping customers appraised as to company schedule and requested lead-times.
Duties and Responsibilities:
- Responsible for generating installation works orders and scheduling all direct service work orders
- Prioritize work to best meet customer demands/requirements and maintain high level of customer satisfaction
- Optimize technician routes based on geography, job type & technician skill set
- Collaborate and provide transparent communication between clients, customer service, sales & field service
- Provides real-time updates to stakeholders regarding schedule changes due to escalation or unforeseen conflicts
- Responsible for follow-up with stakeholders to ensure job completion and/or creating additional re-work orders as necessary
- Maintains and updates customer database to ensure accurate account detail (ie. Addresses, phone numbers, equipment, etc.)
- Collaborates with sales managers and service technicians in order to forecast installation workload and properly allocate technical resources
- Maintains active call log and works with local service teams to resolve oldest pending items and priority calls
- Follows up with clients to ensure work has been completed to their satisfaction – will measure by survey feedback
- Two years related experience and/or training in customer service, dispatching or project management with advanced customer service skills
- High school diploma or general education degree (GED)
- Organized with excellent communication and computer skills
- Geographical knowledge of service area or map reading skills
- Knowledge of industry is recommended but not required
Role: Field Service Dispatcher
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