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Longwood, FL 32750

Posted: 05/16/2023 Employment Type: Contract to Permanent Industry: Logistics Job Number: 13744 Pay Rate: $ 20.00 - $ 22.00

Job Description

Our client is looking for 2 Dispatchers who will serve as the liaison between incoming customer calls and the field technicians who are completing service calls. They currently have 32 service technicians that cover most of Connecticut and up through Maine. This individual will be working on field technicians calendars, configuring days, as well as fielding calls from technicians and customers. The type of calls received from customers are mainly requesting when the field technician will be arriving. Currently working with all commercial customers (local stores, Lowes, and Home Depots). These technicians are working on commercial sized sliding doors at the front or back entrance of stores.
Position Responsibilities:*Receive incoming telephone calls. Assess and dispatch service calls
*Provide feedback to the call center for call loading improvements and customer concerns
*Provide field team with parts support to help minimize return trips
*Assist the field team with call overloads and direction
*Prioritize and determine best available technician to complete job
*Maintain the quality, quantity, and timeliness of dispatch to customer needs, questions or problems
*Ensure proper communication with customer to gather all pertinent information for service call
*Consistently follow-up with customer to ensure completion and satisfaction
*Track all service calls and provide service call reporting and metrics to management
*Maintain service call logs and service manuals
*Perform monthly technician's rides to better understand team support requirements and business needs
*Promote the sale and implementation of service agreements to customers
*Coordinate with National Accounts service dispatch
*Perform work according to the Field Operations Policy and Procedures Manual.
*Perform other assignments as directed by manager in support of service operations
*Work with Installation coordinator on manpower sharing opportunities to increase productivity.
*Current Volume: 1100 calls per month, that is divved up between 3 people. Organization is key

Job Requirements

Required Qualifications:*MUST HAVE: A valid state driver's license, without restrictions, is required for this position. *MUST HAVE: 1+ year of customer service or dispatching experience *MUST HAVE: High School Diploma or GED *MUST HAVE: Be computer savvy | Access Technologies uses their own calendar system for scheduling that they will train on as it is specific to them. Nice to have Qualifications:*Associate degree *2+ years of service management/call center/field service experience desirable *2+ years field service experience *Skills or experience with personal computers, including electronic E-mail, personal scheduling, word processing and electronic spreadsheet skills (MS Office) *Self-motivated, requires minimal supervision. *Knowledge of security hardware industry required *Time management and organizational skills required. *Customer service orientated *Ability to handle multiple priorities *Ability to work in a deadline driven environment Additional Information: Ideal Candidate: Manager is more concerned with soft skills, as this job can be taught. This is a fast paced environment, that is also very fluid. This individual will be creating plans, but emergency calls tend to change schedules. This person needs to be flexible, who can work inside the 'Grey'. This individual will be dealing with union service techs - conversations can sometimes be challenging with field techs, so being able to handle and navigate that is important. Someone who is able to make decisions and be able to feel confident in their decision even if it is not the right one- a lot of this role relies on last minute changes and decisions. There is no real right answer, but confidence is key. Work Week/Shift? o They currently have a 24/7 business model with their own separate overnight team. o This shift will primarily be from 7a-4p with some flexibility. Individual may have to work until 5 some days, if the influx of calls require it. Why is this position open? o The current team size is 2 Supervisor Dispatchers and 1 dispatcher, however, they would like to ultimately end with 3 dispatchers as they are coming into their busy season.

Meet Your Recruiter

Kaitlin Horn

Kaitlin joined TalentLogistiX a little less than a year ago on our Staffing side as a Recruiter. She has been in the recruiting industry for the past 6 years. Her experience in recruiting has included: call center and admin, production/manufacturing, IT, corporate and now skilled trades.

Kaitlin grew up in the Indianapolis area and has resided here ever since. She has a Bachelors Degree in Human Resource Management, which is what really got her interested in the recruiting world.

In her off time, she enjoys spending time with her son Liam, who’s most favorite pastime is the pool on a warm day or a (not so quick) trip to Target.

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