Job Description

Are you looking for a fast-paced job where every day is different? Do you like helping others while providing excellent customer service? If you answered yes, then maybe our Service Dispatcher position is what you are looking for.

The Service Dispatcher’s purpose is to attain a high level of client satisfaction through effective communication, coordination, monitoring and follow-up on client service requests. The Service Dispatcher is responsible for attaining maximum utilization of remote and field technical resources through vigilant management of Service Boards and daily dispatch of service requests in our Professional Services Automation (PSA) application. The Service Dispatcher also regularly reviews completed tickets for accuracy.

Our ideal candidate will have a broad range of skills such as:

• Strong interpersonal and communication skills
• Basic to intermediate understanding of technical services and solutions
• Basic knowledge of IT applications, processes, software and equipment with basic understanding of support tools, techniques and how technology is used to provide IT services.
• Active listening skills
• Excellent organizational skills with attention to detail
• The ability to multitask and adapt to changes while understanding the big picture to support business strategy
• A team player with strong collaboration skills

Our Service Dispatcher assists our clients and technical resources through these essential duties and responsibilities:

• Coordinates activities of all remote and field technical service resources to ensure maximum utilization of billable resources.
• Pre-processes service requests in PSA as they arrive through email, manual entry or direct client input.
• Schedules remote and field technical resources on the PSA dispatch portal to meet service requests in accordance with Service Level Agreements.
• Monitors team member schedules to ensure prompt time entry on service requests.
• Maintains awareness of all outstanding client issues both pre- and post-delivery and provides status to clients as necessary.
• Escalates service requests that cannot be scheduled within agreed service levels.
• Communicates with clients, setting proper expectations, keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Closes service tickets.
• Ensure equipment for service calls is received and cost/price is correct.
• Arranges third party providers and subcontractors as needed for service calls and approves their invoices.
• Continually seeks opportunities to increase client satisfaction and deepen client relationships.

If this sounds like your next role and you are local to Camp Hill or a surrounding town, then send us your resume and let’s talk!

Job Tags

Similar Jobs