GenServe is seeking a highly organized and detail-oriented individual to join our team as a Service Manager/Dispatcher. As the Service Manager/Dispatcher, you will play a crucial role in ensuring the accuracy and efficiency of our service operations. You will be responsible for coordinating and scheduling field service installation, repair, and maintenance of residential and commercial power generation equipment. This position requires strong communication skills, attention to detail, and the ability to handle customer inquiries and complaints.
1. Schedule service technicians daily in an efficient manner, ensuring timely response to customer service requests.
2. Respond to incoming service-related calls, addressing customer inquiries and providing assistance as needed.
3. Assist external customers with their service needs, providing accurate information and ensuring customer satisfaction.
4. Prepare quotations for service projects, including emergency calls, scheduled service calls, and preventative maintenance agreements, and follow up on a weekly basis.
5. Monitor daily invoicing and work in progress (WIP) report, ensuring timely completion of service jobs and accurate billing.
6. Collaborate closely with the parts department to ensure availability of required parts for technicians' service jobs.
7. Monitor and schedule all periodic maintenance agreements to ensure timely completion and customer satisfaction.
8. Input service data into business operating systems accurately and efficiently.
9. Handle necessary administrative work, including filing reports and updating contact information for clients.
10. Acknowledge customers promptly by responding to emails, texts, and phone calls.
11. Address customer complaints and resolve issues as necessary, utilizing attention to detail and problem-solving skills. Attempt to answer simple questions before escalating to other team members.
12. Support the Service Department and Team Lead with day-to-day operations as needed.
13. Maintain a high level of professionalism, integrity, and reliability in all interactions with customers and team members.
• Previous customer service and/or service dispatch experience preferred.
• Highly organized and detail-oriented.
• Excellent communication skills, including the ability to speak, read, write, and comprehend English.
• Strong proficiency with computer/office systems and software programs.
• Previous experience in a similar field/industry is a plus.
• High School diploma or equivalent education required.
• Successful completion of drug screening required.