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Service Dispatcher
Service Dispatcher
ID:
71843
Expiry Date:
Monday, May 24, 2021 - 9am
Job Type:
Full-Time
Region:
Other
City:
Other
Town:
Victoria and Area
Company:
Microserve
Industry:
Technology
Wage:
TBD
Details:
Responsibilities:
• Managing service calls for technicians throughout the Province for a multitude of clients
• Manage different client portals to track, update and close tickets
• Receive requests in electronic systems, analyze and delegate requests to technicians
• Responsible for quality assurance on each ticket to ensure that we have met our client needs
• Responsible for troubleshooting tickets that are not yet completed and put a plan to action them
• Re conciliate each ticket to ensure 100% accuracy before closing to ensure accurate billing of services to the client
• Maintaining client records in company database
• Act a liaison between our clients and technician teams to give updates regarding open tickets
• Ensure all incidents and service Requests are logged, monitored and tracked using the call management system.
• Ensure all Incidents and service requests are escalated to internal support teams or external service providers via the Call Management System.
• Ensure regular feedback is provided to customers regarding Incident and service request status.
• Customer complaints are fully addressed and escalated when required.
• Receiving, forwarding calls from online phone system to company departments
• Understanding manufacturer warranty programs to manage claims and order parts
• Addresses any client issues and/or provides resolution to problems that are within the scope of work or will, otherwise, engage management for help
• Manages technician routes using established workforce management system to ensure customer commitments are met
• Interprets data from the established workforce management system to identify current and potential scheduling problems
• Participates in feedback sessions with management to improve service level performance for clients
• Managing service calls for technicians throughout the Province for a multitude of clients
• Manage different client portals to track, update and close tickets
• Receive requests in electronic systems, analyze and delegate requests to technicians
• Responsible for quality assurance on each ticket to ensure that we have met our client needs
• Responsible for troubleshooting tickets that are not yet completed and put a plan to action them
• Re conciliate each ticket to ensure 100% accuracy before closing to ensure accurate billing of services to the client
• Maintaining client records in company database
• Act a liaison between our clients and technician teams to give updates regarding open tickets
• Ensure all incidents and service Requests are logged, monitored and tracked using the call management system.
• Ensure all Incidents and service requests are escalated to internal support teams or external service providers via the Call Management System.
• Ensure regular feedback is provided to customers regarding Incident and service request status.
• Customer complaints are fully addressed and escalated when required.
• Receiving, forwarding calls from online phone system to company departments
• Understanding manufacturer warranty programs to manage claims and order parts
• Addresses any client issues and/or provides resolution to problems that are within the scope of work or will, otherwise, engage management for help
• Manages technician routes using established workforce management system to ensure customer commitments are met
• Interprets data from the established workforce management system to identify current and potential scheduling problems
• Participates in feedback sessions with management to improve service level performance for clients
Qualifications & Experience:
Skills Required:
• Exceptional communication and customer service skills
• Able to multi-task and work in a fast-paced environment
• Ability to adjust to rapidly changing priorities within the course of a day
• Outstanding time management & organizational skills
• Self-motivated and responsible, ability to make decisions on the fly
• Excellent and accurate verbal and written communication skills
• Be energetic and self-motivated to work independently, while being part of a winning team
• Ability to deal with ambiguity
• Must have high attention to detail
QUALIFICATIONS AND EDUCATION REQUIREMENTS
• Post-secondary education
• Bachelor’s degree in a related filed is considered an asset
• Dispatching experience an asset
• Previous administrative or ticketing-related experience desired
• Must be familiar with MS Office applications (i.e. Outlook, Excel and Word)
• Advanced MS Excel experience required
• Experience with ERP or CRM tools
• Experience working with online databases an asset
• 1-2 years of strong telephone and customer service experience is considered an asset
• Preference may be given to candidates with any of the following:
- A typing speed of 50 words per minute or greater
- Experience working in a demanding environment with strict timelines.
- Experience working in an office and team setting.
- Experience in records management or filing.
- Experience in emergency response or dispatch.
• Exceptional communication and customer service skills
• Able to multi-task and work in a fast-paced environment
• Ability to adjust to rapidly changing priorities within the course of a day
• Outstanding time management & organizational skills
• Self-motivated and responsible, ability to make decisions on the fly
• Excellent and accurate verbal and written communication skills
• Be energetic and self-motivated to work independently, while being part of a winning team
• Ability to deal with ambiguity
• Must have high attention to detail
QUALIFICATIONS AND EDUCATION REQUIREMENTS
• Post-secondary education
• Bachelor’s degree in a related filed is considered an asset
• Dispatching experience an asset
• Previous administrative or ticketing-related experience desired
• Must be familiar with MS Office applications (i.e. Outlook, Excel and Word)
• Advanced MS Excel experience required
• Experience with ERP or CRM tools
• Experience working with online databases an asset
• 1-2 years of strong telephone and customer service experience is considered an asset
• Preference may be given to candidates with any of the following:
- A typing speed of 50 words per minute or greater
- Experience working in a demanding environment with strict timelines.
- Experience working in an office and team setting.
- Experience in records management or filing.
- Experience in emergency response or dispatch.
How to apply:
Please apply online with the link below
