Service Dispatcher - Remote

Description:

Service Dispatcher - Remote

• Full Benefits
• 401K match
• Vision
• 28 PTO Days including company holidays
• Dental
• Medical

New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide.

We are looking for team members to contribute to and deliver our mission: “To deliver and support technology solutions that securely connect people, places, and information.” New Era Technology is a community of like-minded, like-hearted people who share the same vision and values.

Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications. New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions.

New Era Technology provides a team-oriented culture, a positive environment filled with incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field.

We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed.

Requirements:

Looking to get your career started in the IT industry? The Service Dispatcher position is an entry level opportunity to launch your career in the IT field! The Service Dispatcher ensures all project related scheduling information is relayed to the technician staff, all work assigned to technicians is completed on time, and that deliverable expectations are met, by both customers and operations staff. The Service Dispatcher position receives incoming service and installation requests from Customers and Operations during and after hours.

Shifts Available: Wednesday - Sunday 9am - 6pm Pacific Time (Monday and Tuesday off)

OR Saturday - Wednesday 9am - 6pm Pacific Time (Thursday and Friday off)

Service Dispatcher Primary Duties:

• Properly communicate to subcontractor/technician of the items needed in order to complete the installs; work request, job numbers, work requested etc.
• Dispatch work order tickets on a daily basis.
• Provide Technicians, Field Manager and Contractors with all necessary information, supplies, and specifications to complete every job correctly. This includes, but is not limited to, purchase orders, install manuals, install check sheets, materials, adequate tech support, and instructions to complete the installation
• Maintain work order status throughout the lifecycle process including: dispatching, onsite verifications, status updates, and close-out activities
• Ensure accountability to SLA and customer satisfaction
• Document and communicate with the appropriate team regarding Technician performance, issues, concerns, or problems
• Maintain daily, weekly, and monthly work order schedules, escalate any schedule deviations to the proper project team members.
• Use the phone to call technicians or sites prior to the install date to verify that the technicians, contractors, or site is aware of their assignments.
• Receive work requests from customers and schedule work orders via company-issued toolsets and systems, while keeping stakeholders informed of work order status.
• Improve customer satisfaction/NPS scores
• Document all project related notes and information in ticketing software to include; project progress notes, arrival time, departure time and issues that arise during the installation.

Required Experience/Education:

• At least one year of previous customer service experience required
• High School diploma, or equivalent

Knowledge, Skills & Abilities:

• Ability to effectively communicate, present information, and respond to managers, employees, customers, and vendors in an intelligent, clear, concise, professional and grammatically correct manner. Tactful communication is key.
• Ability to build collaborative relationships and understand and educate internal and external customers
• Must be customer-centric with a focus on meeting customer needs and concerns
• Working knowledge of Outlook, Excel, Access and Word; Alert and PDA preferred
• Ability to anticipate potential problems and proactively troubleshoot to resolve issues
• Must be able to successfully work both independently and in a team setting
• 1 year + related industry experience preferred

PM21