Service Coordinator (Dispatcher)

Location Grapevine
Date Posted September 08, 2020
Job ID 10560
Employment Type Direct Hire

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Job Description:

We are assisting our Grapevine, TX client in a search for a Service Coordinator. This position organizes, schedules, and assigns service calls to meet service technician productivity and response time expectations. Other duties related to delivery of field service, as assigned.

Responsibilities:

  • Communicate with customers by phone, e-mail, and Salesforce.
  • Manage new service calls created by other departments, including scheduling with the customer, routing to technicians, and consistent and appropriate follow-up.
  • Provide customers with an ETA for their service call, in accordance with Company policy.
  • Create service schedules, assign calls to technicians, and ensure routes are completed.
  • Interface with customers, salespeople, technicians, regional service leadership, and others as necessary via phone or email for all service needs.

Requirements:

  • High School Diploma or GED
  • 1 year of dispatch experience
  • Communicates openly with management to review issues and provide solutions.
  • Ability to resolve interpersonal disagreements without allowing arguments to develop, with proven track record of moving forward after disagreements are resolved.
  • Able to receive constructive feedback and apply it to work practices effectively.
  • Able to identify and evaluate resources (i.e. field service technicians)
  • Capable of scheduling resources to satisfy customer’s needs on a priority basis, as well as long-term requirements (i.e. PMs)
  • Able to change dispatch routes based on changing circumstances without frustration, and do so in a customer & peer-friendly manner
  • Understands the needs of the customer and develops work habits aligned with hassle-free service – can put themselves in the “shoes of the customer.”
  • Communicates proactively to the customer, in a manner which promotes resolution and what can be done rather than what cannot be done.

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