DISPATCHER at Judge Group

Field Service Dispatcher

Location: Shelby Twp (Onsite)

Position Type: Contract

*Please send qualified resumes to CWright01@judge.com

Description: Coordinate and schedule Customer Service resources efficiently. Collaborate with the Call Center and Customer Service Supervisor to ensure prompt scheduling of service requests, providing a competitive customer response. Identify and implement process improvements to enhance efficiency, generate revenue, reduce costs, improve quality, and meet customer requirements.

Experience and Qualifications:

• Proficiency in basic computer skills and Microsoft Office applications (Excel, Outlook, PowerPoint, SharePoint, and Word).
• Experience with SAP and Salesforce is advantageous.
• Ability to perform essential duties satisfactorily, with reasonable accommodations available for individuals with disabilities.

Education:

• Technical Associate’s degree (A.A.) from an accredited two-year college or technical school, plus 2 years of related experience, or an equivalent combination of education and related experience.
• Prior customer service experience and telephone customer contact.

Skills:

• Receive and process internal and external service requests, including scope of work review with customers before scheduling.
• Review site requirements with customers to ensure all paperwork and training are handled proactively for prompt site access.
• Ensure necessary parts and materials are sent to the worksite on time, meeting or exceeding customer expectations. This includes reviewing the project with the assigned Technician to ensure any special tools are included.
• Collaborate with the Spare Parts team to ensure all departments are aware of Customer Service parts needs, allowing for proper planning and a less reactive work environment.
• Update customers and internal systems on any scheduling changes.
• Dispatch Customer Service resources according to customer requirements.
• Contact customers after service visits to ensure their needs were met and address any open issues.
• Maintain ownership until service request completion.
• Work closely with the Service Supervisor to ensure effective resource utilization.
• Adhere to the Quality System and participate in continual improvement.