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.

Electronic Systems - 2 years ago - save job
About this company
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Since 1980, Electronic Systems has grown into the region’s largest provider of customized technology solutions for business. The...