Dispatch

Job Summary:

Answer incoming phone calls, and direct calls to the appropriate employees. Process customer requests for service & supplies utilizing company software. Update and maintain customer database with current information. Offer clear and concise communication with managers, employees and customers, including keeping customers apprised as to the status of their requests.

Reports to / Supervision Received:

1. Department Manager: VP of Operations

2. Directly Reports to: Dispatch Manager

Essential Functions:

• Provide impeccable customer service with verbal & non-verbal communication. (Phone, Email, etc)
• Answer incoming (high volume) phone calls and transfer to the appropriate destination.
• Keep safe and clean office by complying with procedures and rules, as well as working with Facilities and/or Management to help ensure maintenance.
• Process incoming service calls and troubleshoot with customers when possible.
• Process incoming supply requests and obtain meter readings from customers and vendors.
• Inform customers of pricing (service, parts and supplies), response times, company procedures, etc.
• Act as a liaison between customer and Smile technician until service issue is resolved.
• Verify technician paperwork for accuracy.
• Communicate any errors to have paperwork corrected for entry into company software.
• Scanning/ Indexing/ Filing within our document management software.
• Coordinate fulfilling service requests by communicating with Inventory, Service & Finance
• Generate service repair quotes and forward to the appropriate parties.
• Bill/Invoice chargeable service calls and supply orders. Correct orders & invoices when issues are found.
• Follow-up via phone & email with outside dealers servicing our customers.
• Other duties as Assigned by Direct Manager.

Knowledge, Skill, and Experience:

1. Minimum Education (or substitute experience) Required: High School Diploma/ GED
2. Minimum Experience Required: 5 Years of Administrative Customer Service.

Skills Required: Must be able to articulate both verbally & in written form. Ability to Multi-Task, Good Communication, Customer Focus, Attention to Detail, Problem Solving. Motivated & Responsible. Must work well under pressure and with specific deadlines.

Career Path: Dept. Lead, Dispatch Manager, and additional opportunities within the Administrative Department.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: In person only