Job Description
As a member of the Services team in Operations, the Service Coordinator/Dispatcher functions as the first line of support for Premise One clients, working within the Service team as a responder, resource planner, and communicator who brokers assistance for various clients in multiple US time zones. This position requires a general understanding of the troubleshooting, service, and repair of surveillance, access control, and audio/visual systems and associated technologies, or similar experience with service dispatch in other technical fields.
Primary Duties include:
- Functions as a first-line responder for service teams, receiving and triaging service tickets from internal and external clients through calls, emails, or Company ticket systems.
- Planning and organizing of Service Technician and/or Engineering visits to sites within challenging service level agreements (SLAs) requirements.
- Deployment of resources to sites or engaging with Service or Engineering teams for remote troubleshooting and resolution.
- Proactively manages service tickets and ticket queues, from initial opening to full completion and documentation of work, ensuring customer satisfaction.
- Accurately records and logs interactions with clients and/or contractors for each service ticket to enable the information to be easily downloadable for creating reports for management.
- Consistent and continual communication with clients ensuring all relevant contacts is kept fully up to date on the status of service tickets.
- Communicating with internal resources or local contractors requesting their attendance to site and ensuring they are equipped with all the information to help them to resolve any issue during the first visit.
- Managing the update of staff and resource calendars daily
- Planning, scheduling, and managing Preventative Maintenance activities for multiple Clients.
- Taking part in daily handoff calls for inbound Service Accounts
- Weekly Client calls – professionally presenting open ticket reports to clients during weekly client meetings.
- Taking part in weekly meetings with your manager to review ongoing service calls.
- Present weekly reports and metrics to management providing status updates of all ongoing service calls – in particular, proactively resolving problems ahead of time.
- Ensure data integrity is maintained on all tools and systems.
- The ability to understand and process service billing requirements.
- Other duties as assigned.
Other Duties
- Ensure the culture and core values of the company are developed, promoted, and always maintained throughout the Company.
- Continuously review current processes and practices with the aim of increasing efficiency and customer service.
- Ensure effective communication between internal and external stakeholders.
- Establish and maintain metrics to enable continuous improvements and efficiency gains.
- To attend site meetings as required, representing the company in an effective and professional manner.
- Take part and sometimes lead initiatives that will enhance company performance.
- Such other duties as the management may from time to time reasonably require.
Qualifications - Desirable: previous work in low voltage security services or similar technical service dispatch role
- Beneficial if you have technical experience/knowledge of a security integration environment.
- Excellent customer service skills with the demonstrable ability to write and speak English using proper business grammar.
- Excellent PC skills, Microsoft Office, Outlook, and Excel
- Experience with high-volume digital ticket or work order systems
- Strong communication/organizational skills
- Ability to handle multiple priorities with maximum results.
Requirements:
- Must be willing to work overtime as required by construction/service schedules.
- On-Call capable for support of 24/7 Client SLAs and/or Emergencies
- Must be willing to travel up to 20% locally in base city.
- Computer literate and competent communicator
- Ability to handle physical workload and lift and carry 50 lbs.
- Ability to walk, sit, and stand for long periods of time.
- Must have a clean driving record and current Driver’s license.
Interaction with Others: Must be able to follow Company policies; receive directions from others; work effectively with co-workers in a constructive and positive manner; listen to and objectively consider ideas and suggestions for improvement; keep others informed of work progress, deadlines, or other pertinent issues; address problems constructively to find acceptable solutions; keep commitments; and always respect the diversity of the Company's work force in actions, words and deeds.
Experience: 1+ year of related experience and/or training desired.
Language Skills: Ability to read and interpret documents, write correspondence, and communicate effectively with others and third parties, preferably, and sometimes exclusively, in English.
Mathematical Skills : Competent ability to add, subtract, multiply and divide using whole numbers, common fractions, and decimals. Competent ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability: Competent ability to define problems, collect data, establish facts, and draw valid conclusions in situations where only limited standardizations exists.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing 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 is occasionally exposed to moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; risk of electrical shock; and vibration. The noise level in the work environment is sometimes loud.
Safety: This position is deemed safety-sensitive and drug-free. Anyone considered for this position must adhere to the company’s safety policies, manuals, and other documents, including safety-related materials promulgated or required under applicable federal or state law.
Job Tags
Full time, For contractors, Work at office, Local area,