The Dispatcher is responsible for providing customer service to internal and external customers by meeting customer needs and commitments. The Dispatcher also maintains schedules and triaging of daily ticket flow.
Essential Duties & Responsibilities :Customer Service
- Provide responsive customer service. Answer internal and external customer/vendor calls quickly and pleasantly. Communicate in a friendly, professional, and patient manner.
- Perform all duties with the goal of building and maintaining long-term customer/vendor relationships
- Maintain exceptional customer service understanding satisfaction and perception
Daily Required Functions
- Triage tech support tickets to review for complete/correct information and confirm ticket priority level
- Assign tickets to appropriate service board personnel according to priority level, customer assignment, technical acumen, or job responsibilities
- Provide efficient coordination, prioritization, and scheduling of engineers to ensure that SLAs are being adhered to
- Create tickets to substantiate customer work order requests
- Respond to queries related to product delivery dates, tech schedules, etc.
- Understand and retain client communication preferences
Communication
- Communicate customer need to the appropriate personnel to handle service request
- Escalate issues with service requests to Service Manager or VP Operations
- Utilize active listening and customer-care skills in identifying potential concerns
- Report customer concerns or complaints to VP Operations and CXO
- Answer internal and external communications timely and professionally
Teamwork
- Demonstrate and promote a spirit of cooperation and teamwork throughout the company
- Provide backup support for other teams and team members as needed
- Continually look for ways to improve our processes and ability to serve our customers effectively
- Improve personal performance on a continual basis
QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The skills listed below are representative of the knowledge, skill, and/or ability required. Core Competencies
- Ability to communicate and work effectively with internal and external stakeholders
- Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues
- Excellent written and verbal communication skills
- Able to work well with senior executives
- Organized and detail-oriented
- Strong team player
Education and/or Experience
- 2 years’ experience in professional office environment preferred
- Typing skills using QWERTY methodology
- Must have a valid Driver’s license
