Customer Service Dispatcher

Description

Proven IT is seeking to add to our dispatch team! The position provides excellent customer service while handling requests for service & dispatching technicians to service, repair, and maintain copy and print machines.

Responsibilities

• Communicate with customers and create detailed work orders of the service requested.
• Coordinate scheduling of work with customers, technicians, and other jobs/projects to maximize customer satisfaction. 
• Checks in with technicians via phone and email; provides them with hourly/daily updates regarding service call type, location, and scope of work.
• Primary contact between the customer and the service department 
• Review technician's work orders and identify opportunities to quote additional repairs or new equipment, address warranty issues, and make sure all material is accounted for.
• Accurately review all previous day field visits and send updates to customers, account managers, and service managers as needed.
• Continuous management of the dispatch board throughout the day.  Check all open calls and dispatch accordingly.
• Work in progress report - Give status and scheduled completion date for each open and incomplete service order.
• Performs additional duties as assigned.  

Requirements

• High school diploma or equivalent.
• 2 years of dispatching experience within a service or maintenance company.
• Strong customer service skills.
• Strong written and verbal communication skills.
• Computer and analytical skills.
• Ability to pass a pre-employment background check and drug screen.
• Proficiency using MS Office, e.g., Excel, Word and the Internet for research.
• English (reading, writing, verbal)

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, or controls; reach with hands and arms; stop, kneel, or crouch; talk or hear; The employee uses computer, copier, faxing, and telephone equipment.  The employee must be able to walk for short periods of time and sit, and stand for long periods of time. Ability to lift up to 50 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals.  The noise level in the work environment is usually low to moderate.

Benefits

GROUP HEALTH INSURANCE:  After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits through Cigna.  Health options include a choice of 2 PPO plans, or a High Deductible Health plan. In addition, Dental benefits are available as well as a Vision PPO plan utilizing the EyeMed network. Proven also offers voluntary worksite benefits including critical illness and accident coverage, short-term disability insurance, supplemental life and pet insurance.  

EMPLOYER PROVIDED LIFE/AD&D INSURANCE:  After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by BlueCross BlueShield, to all full-time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount. Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.

EMPLOYER PROVIDED LTD: Long-Term Disability (LTD) insurance is an employer-provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time.  The elimination period is 90-days, and the maximum benefit is 60% of covered payroll up to $6000/month. This benefit is paid entirely by Proven IT and has no cost to the employee.

EMPLOYEE ASSISTANCE PROGRAM: All employees may utilize the Disability Resource Services through BlueCross BlueShield of Illinois to assist themselves and their immediate family with convenient resources to help address emotional, lega