Customer Operations Specialist - Dispatching

About the role

MCA, your trusted advisor for wireless communications, data, and security services, is seeking a Customer Operations Specialist for our Lawrenceville, GA, location to support our fast-growing MSS division.

MCA seeks team members who share our values: service, growth, teamwork, and safety. As a Military Friendly Employer, we welcome veterans, with over 250 already on board. Join us and become part of the MCA family, where we prioritize both work and enjoyment. We offer competitive compensation and benefits such as Medical, Dental, Vision, 401K, PTO, Holiday Pay, Education Incentives, and more.

Responsibilities

• Serves as a customer service role model for others.
• Able to resolve customer service issues with little to no supervision.
• Establish relationships with major customers and vendors out of their locations.
• Aid all customers in a professional manner.
• First point of contact to greet customers and visitors.
• Assist with answering and assessing inbound customer requests for service and installation.
• Keep technicians and installers aware of work they are scheduled to perform.
• Contact techs/installers the first thing every morning to ensure they are or have responded as scheduled.
• Contact customers no less than one hour or more than 24 hours prior to the time a tech/installer is to arrive on site.
• Prepare, maintain, and close work orders for scheduled service work.
• Follow up with techs/installers as necessary to determine progress of the scheduled task.
• Schedule PM’s or assist in other areas when a tech/installer has idle time.
• Contact customers within one week to inquire about their satisfaction with the services they received and report any negative responses immediately to service management.
• Closing and invoicing all zero-dollar work tickets.
• Assist in reviewing status of repaired equipment and assigning returns to customers.
• Assist with inventory control and field parts requests.

Requirements

• 3-7 years experience in customer operations or related fields, such as Customer service, Scheduling/Dispatch, AP/AR (Collections, setting up billing, etc.), Purchasing, Shipping/Receiving, Inventory, Radio program and troubleshooting.
• Must possess a High School Diploma or GED (Associate Degree Preferred).
• Must possess excellent knowledge and experience using Microsoft Office Products inclusive of Microsoft Word, Microsoft Excel, and Outlook.
• Must be able to interact and communicate professionally in both spoken and written form within all levels of the organization.
• Ability to succeed in an often fast-paced environment, establish priorities, work independently, and proceed with objectives without supervision.
• Strong organizational and administrative skills.
• Detail oriented.
• Discreet and able to handle confidential and proprietary information appropriately.
• High level of integrity.
• Background in accounts receivable and purchasing is a plus.
• Experience in an office setting is preferred.

Qualifications

Must possess a High School Diploma or GED (Associate Degree Preferred).

Skills

• Customer service skills.
• Microsoft Office proficiency.
• Excellent communication skills.
• Organizational and administrative skills.
• Detail-oriented.
• Discreet handling of confidential information.
• Ability to work independently.

Benefits

• Medical
• Dental
• Vision
• 401K
• PTO
• Holiday Pay
• Education Incentives

Pay

Competitive compensation.

Schedule

Flexible schedule to accommodate customer needs.