Job Description

CALL CENTER COORDINATOR

Coordinate and process all incoming & outgoing requests for service. Process work orders submitted by the retail locations and dispatch to appropriate internal and external vendors.

JOB RESPONSIBILITIES

• Receive all incoming requests for service from retail locations via phone, email or web based system to create and dispatch work orders
• Analyze work orders, make necessary corrections, and dispatch to appropriate service provider to ensure customer requirements are met
• Monitor and manage open work orders for service and see through to completion
• Assist customers with special projects or requests
• Communicate with retail locations the actions taken with regard to service requests, cancelled work orders, ETA’s on parts and vendor arrival times
• Identify and acquire missing information need for internal and external work order systems customers work order systems Call retail locations for additional details & update work orders as needed
• Communicate work order details and statuses with the external answering service

QUALIFICATIONS

• Strong organizational, problem solving and communication skills
• Ability to remain calm and courteous under pressure as well as navigate tense situations
• Attention to detail & ability to multitask
• Excellent organizational, problem solving and investigative skills
• Proficient use of computers and software programs including Microsoft Office (Excel, Outlook and Word)
• Strong verbal and written communication including spelling, grammar & proof reading
• Proficient & accurate data entry skills

EDUCATION & EXPERIENCE

• High school or equivalent required
• 1-3 years of call center or customer service dispatching experience

WORK ENVIRONMENT

• Normal office environment

SUPERVISORY RESPONSIBILITY

• None

Company Description

Refrigeration and Mechanical Contractor