Job ID: MC8850111118
Location: Flowery Branch, GA
Category: Clerical/Office
Employment Type: Contract
As a Service Dispatch Coordinator in the Warranty Department, you will play a pivotal role in ensuring a seamless customer experience, from coordinating service dispatch to post-service follow-ups. This role is instrumental in maintaining high levels of customer satisfaction throughout the service journey.
Location: Flowery Branch
Pay Rate: $19.00 to $20.00
Hours: 8:30am to 5pm
Key Responsibilities:
- Collaborate with Technical Support to efficiently schedule service appointments with authorized technicians, ensuring a streamlined process.
- Act as a bridge between customers and technicians, facilitating communication, providing updates, and maintaining proactive engagement until the service is completed.
- Utilize sound judgment to prioritize service requests, matching customer needs with technician skills, territory, and availability.
- Monitor job status changes to deliver timely and accurate information to customers regarding service updates, changes, or delays, fostering transparency and effective communication.
- Maintain comprehensive and up-to-date records, including work order notes and internal documentation, ensuring the seamless flow of information.
- Conduct proactive follow-ups with customers after service, actively listening to feedback, addressing concerns, and meticulously documenting all interactions.
- Coordinate follow-up appointments, service calls, or maintenance visits with service providers to expedite issue resolution.
- Serve as the primary point of contact for service customers, adeptly managing high volumes of phone calls, text messages, and emails from both customers and technicians.
- Handle customer complaints or escalations professionally and promptly, striving for swift resolution and overall customer satisfaction.
- Collaborate with various departments, including parts, sales, and technical support, to resolve customer issues and provide additional assistance, seeking guidance from management when necessary.
- Proactively monitor service tickets, identifying potential service-related problems or trends and taking proactive steps to address them with management.
- Maintain a comprehensive understanding of company products and services to respond to customer inquiries and offer appropriate recommendations.
- Identify and communicate suggestions for process improvements to enhance the overall customer service experience, aligning with the company's commitment to excellence.
Qualifications:
- Demonstrated work experience in aftermarket service or a similar role, highlighting proficiency in customer inquiries, service dispatch, and effective problem-
- Proficiency in Microsoft Office or Mac equivalent, including Outlook, Excel, Word, SharePoint, and PowerPoint.
- Outstanding interpersonal and communication skills, both written and verbal. • Exceptional problem-solving and conflict resolution abilities.
- Customer service-oriented with excellent phone etiquette.
- Familiarity with dispatch software or equivalent FSM/CRM/ERP systems.
- Strong organizational skills and meticulous attention to detail.
- Ability to work both independently and collaboratively in a team-oriented environment.
- Adaptability to changing customer demands and priorities.
- Effective time management skills to multitask, prioritize, and meet deadlines in a fast-paced, technology-driven service environment.
#TRN803IN
