Service Dispatcher

Responsibilities

• Processes service requests from clients in assigned regions by phone and through the CRM.
• Ensures that work order entries are accurate, current, and complete.
• Communicates work requests to leads and technicians.
• Captures relevant information and clarifies client needs.
• Prioritizes work orders based on severity, urgency, and proximity to a technician.
• Logs work order information in the CRM and AX.
• Closes work orders in CRM; reviews technician hours and parts used on jobs, changes the billing status on jobs after consultation with CS and/or I&S Director.
• Sets up and maintains enduring and lasting relationships with key client representatives via daily contact and communication.

Qualifications

• A high school diploma.
• Previous field service experience or knowledge of security products and equipment.
• Two (2) years of professional experience in a customer service or project coordination role, prior service dispatch experience is strongly preferred.
• Knowledge and experience in access control, video security, Internet technologies, and/or the ability to communicate the value of technology solutions is highly desired.
• Outstanding communication skills, strong understanding of writing for documentation and technical resources.
• Familiar with the Microsoft Office suite of tools, especially Excel.
• Desire to provide excellent customer service.