Professional Services Dispatcher (51033)

Essential Duties And Responsibilities

• Handle incoming customer service inquiries via phone, providing prompt and professional assistance.
• Create dispatches for service calls, prioritizing them appropriately and ensuring they are resolved within 1-2 days.
• Follow up with customers to ensure satisfaction and keep them updated on service status.
• Cook with Factory Authorized Service Agent (FAS) in the designated region to ensure smooth service operations.
• Reassign FAS to different service calls or regions when necessary to ensure optimal service levels and efficiency.
• Maintain and update customer account details in the system to ensure accurate and current information for service tracking.
• Cultivate positive relationships with FAS to enhance service delivery and communication.
• Provide warranty status updates to customers and FAS in a timely manner using Salesforce.
• Provide basic troubleshooting support to customers before dispatching service, resolving basic issues when possible.
• Ensure service call and customer account notes are consistently updated in Salesforce for accurate tracking and reporting.
• Monitor and respond to customer service inquiries via email, providing helpful and timely responses.
• Manage time effectively to focus on remaining in the phone queue and available during working hours.
• Operate in a manner that aligns with the Company Core Values.

Qualifications

• Experience in customer service, preferably within service coordination or support roles.
• Knowledge of service dispatching and coordination processes.
• Familiarity with Salesforce or similar CRM software is a plus.
• Strong communication skills, both verbal and written, with a focus on customer satisfaction.
• Basic technical troubleshooting skills or a willingness to learn.
• Strong organizational skills with the ability to manage multiple tasks efficiently.
• Ability to work collaboratively with internal teams and external partners (FAS).
• Proactive and solution-oriented approach to problem-solving.
• Must be located in Central or Eastern time zone.