Associate Service Dispatch Specialist (Shelton, CT)

Job Responsibilities

• Responding to customer/engineer requests via email, telephone, fax or system
• Processing domestic service requests and follow up transactions in relevant customer service system (ServiceMax)
• Opening calls with a clear professional greeting/summarizing call for customer when closing and setting proper expectations for the response time
• Identifying customers’ technical needs and ensuring that all calls are routed to the proper inside/outside service engineer for resolution
• Scheduling domestic Pre-Installation Visits (PIV), Installations and Preventative Maintenance visits (PM’s)
• Utilizing the complaint handling procedure
• Aiding with billing inquiries for service requests
• Completing general service administration which includes creating, updating and maintaining customer equipment records and customer ship to and bill to locations
• Adhering to ISO standards and requirements
• Participating actively in the ongoing assessment of customer support process and incorporating approved improvements
• Providing support to internal and external stakeholders
• Proactively identifying customer issues, communicating and recommending solutions to leaders and pursuing resolution with a sense of urgency and commitment to customers
• Maintaining training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment

Qualifications

• High School Diploma or equivalent
• One plus years of customer service experience in a call center and team based environment
• Previous experience with ServiceMax, SalesForce and/or SAP

Preferred Qualifications

• Prior experience dispatching technicians is preferred
• Industry experience is preferred
• Advanced customer service skills and three or more years of call center experience preferred
• Geographical knowledge of service area and map reading skills
• Computer proficiency with Microsoft Office, IE, MS Outlook and other software applications

Working Environment

• Job pace may be fast and job completion demands may be high
• Must be able to remain in a stationary position more than 25% of the time

Pay

The annual compensation range for this full-time position is $40,040.00 to $52,000.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.