Electronic Systems - Hampton, VA

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Will be responsible to dispatch technicians in a manner that optimizes technician productivity and customer satisfaction.
  • Closely monitor assigned service queues, verify all information, provide first contact to customer, assign to appropriate technician based on skills, location, or other designated criteria.
  • Accurately enter and assign service tickets for all MACS.
  • Provide SLA reports to technicians daily.
  • Establish effective working rapport with customers who contact the Dispatch group.
  • Dispatch service calls to maintain response time goals.
  • Monitor technician call volume, make adjustments when necessary.
  • Update and Close calls after technician completes call. (In some areas, techs update and close their own calls.)
  • Work closely with Field Service Managers to ensure strong communication and coordination.
  • Work closely with NNS staff to receive and properly distribute parts orders.
  • Provide customer service to all customers that come in person to receive parts or supplies.
  • Facilitate shipping and receiving through outside carriers such as UPS and FedEx.
  • Effectively and accurately use customer provided software as it relates to service calls.
  • Maintain a satisfactory attendance record.
  • Communicate with management and team leaders regarding call concerns
  • Able to sit for 7 to 8 hours a day in front of a computer.
  • Ability to communicate clearly by phone and computer.
  • Able to lift up to 15 lbs.
  • High School graduate or equivalent.
  • Minimum of two years experience in a customer service setting, preferably a call center environment.
  • Ability to Multi-task in a fast pace environment.
  • Outstanding customer service and communication skills
  • Demonstrated accountability and ability to work within a schedule.
  • Computer literate with working knowledge of Excel and e-mail.
  • Willingness to adhere to all company policies and procedures.

About this company
23 reviews
Since 1980, Electronic Systems has grown into the region’s largest provider of customized technology solutions for business. The...