Service Order Dispatcher

TSS is seeking a Service Order Dispatcher

Active security clearance required.

Receives, records, and distributes work orders to service crews upon customers’ requests for service received through the Building Operations Center (BOC).  Records information, such as name, address, and service to be rendered. Distributes work orders to service crew. Schedules service call and dispatches service crew. Calls or writes customer to ensure satisfactory performance of service. Keeps record of service calls and work orders. May dispatch orders and relay messages and special instructions to mobile crews and other departments, using various means of communication.

Duties/Responsibilities include but are not limited to the following:

§            Receive and process customer service requests via phone, email, or online platforms

§            Assign and dispatch service technicians to customer locations for repair and maintenance services

§            Tracks the number of monthly BOC tickets for statistical purposes

§            Schedule appointments and maintain a calendar of service orders and technician availability

§            Update customers on service appointment status, estimated arrival times, and any

changes to the appointment schedule

§            Maintain accurate and up-to-date records of service orders, including customer information, service history, and technician reports

§            Work closely with service technicians to ensure timely completion of service orders and customer satisfaction

§            Monitor inventory levels and order supplies as needed for service technicians

§            Respond to customer inquiries and resolve complaints in a professional and timely manner

§            Collaborate with other departments and managers to ensure efficient and effective service delivery

Qualifications:

§            High school diploma or equivalent

§            Strong communication and customer service skills

§            Excellent organizational and time management skills

§            Ability to work under pressure and in a fast-paced environment

§            Proficiency in computer and scheduling software

§            Prior experience in dispatching or customer service is preferred

§            Ability to use a computer and phone for extended periods of time