Dispatch Coordinator

Summary

Join Cennox as a Dispatch Coordinator and become responsible for scheduling technicians to fulfill service requests, ensuring customer satisfaction and maximizing technician productivity. You will manage service work orders, adhering to service level agreements and exceeding customer expectations. Key duties include reviewing service calls, determining the most qualified technician, and following up on tickets for satisfactory completion. You will also answer phones, resolve issues, order parts, and provide assistance to technicians. Accurate documentation of all information in service tickets is crucial for communication with customers. This role requires strong communication, organizational, and multitasking skills.

Requirements

• Excellent oral, verbal and written communication skills, including the ability to effectively communicate with internal and external customers
• Customer service oriented
• Highly organized with the ability to multi-task
• Proficient in Microsoft Office (Word, Outlook, Excel, PowerPoint)
• High School Diploma or equivalent
• 2+ years of Customer Service or Relations experience
• 2+ years of typing and data entry in an office environment
• Vision correctable to 20/20
• Finger dexterity for keyboarding and computer usage
• Ability to sit and stay focused for long periods of time

Responsibilities

• Schedule appropriate technicians to successfully complete service request to customer satisfaction, including both FST and SPN. Schedule within approved overtime guidelines. This includes proper routing of technicians to achieve maximum efficiency and productivity
• Process new service requests and provide updates via email upon request in a professional, courteous and timely manner
• Monitor FST routs and workload assigned for timely completions while maintaining contractual SLA
• Answering incoming phones and providing necessary assistance, including but not limited to ordering parts, scheduling return trips, providing assistance and obtaining additional information as needed
• Follow up on outstanding work orders, obtaining ETA’s as needed and addressing any additional delays in service or parts
• Reassign inventory and parts movement as needed
• Participate in Continuous Improvement initiatives
• Monitor SPN performance and report issues accordingly to management
• Performs other duties as assigned

Preferred Qualifications

Proficient in SharePoint a plus