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Service Dispatcher in Westminster, MA at BCforward

Date Posted: 11/13/2018

Job Snapshot

Job Description

This position will be responsible for the scheduling and optimization of service work. Scheduler will have the responsibility of ensuring all customer commitments are met regarding service delivery. 
• Utilize the automated scheduler functionality in Oracle (ACE) and assign the service call to the optimal technician based on skills, territories, customer preferred technician (if applicable), availability of the technician, service contract response time, criticality of the call and proximity to the customer. 
• Communicate and resolve issues with customers and personnel regarding the scheduling of service repair work. Alert management of potential problems resulting from customer or field complaints and work to resolve. 
• Measure branch activity and compliance with program initiatives, identify areas that require improvement, and develop and implement action plans with branch/region management. Monitor effectiveness and take corrective actions as required. 
• Demonstrate the ability to prioritize scheduling back orders in addition to tracking and resolving customer issues. Reassign work as needed to manage customer's expectations making judgement's based on current workloads and priorities. 
• Monitor Technician activity and schedules ensuring that customer commitments are met, clearly communicate status changes back to the customer regarding early or late anticipated arrivals. 
• All other duties as assigned 

Job Requirements

3-5 years customer service.
Excellent communication skills.
High level of organization.
Fleet scheduler or service coordinator.
Strong with Excel.

Three years customer service experience.
Associates or bachelor’s preferred.
Excellent written and communication skills.
Use of ACE/Oracle systems preferred.
Product knowledge of life safety (fire alarm & sprinkler) equipment preferred.


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