Service Support Specialist (Dispatcher) - Smartaira

Smartaira is a leading national independent internet service provider specializing in smarter internet and entertainment solutions for property owners and managers. Our mission is to deliver smarter internet solutions, simplify the customer experience, and increase property valuations.

At Smartaira we work diligently to create a culture of service where we believe everyone is a customer and deserves respect, courtesy, and urgent responses. Our philosophy is to treat all our associates, clients, and communities with the same sense of customer service that we live by every day.

Role Summary:

The service support specialist will be responsible for supporting the daily routine of the field service team.  They will be responsible for assisting in the daily dispatching and direction of field service technicians, answering customer escalations from the call center, and dealing with VIP customers and accounts. This role will require varied shifts and hours inclusive of weekends and holidays.

We rely on our associates for flexibility and foresight, while maintaining confidentiality related to high-level systems and operations.

Duties & Responsibilities

• Scheduling and communicating with call center agents, technicians, and customers
• Handle inbound calls from technicians/customers effectively and efficiently using customer service and technical troubleshooting procedures
• Resolve technician/customer questions/concerns efficiently and effectively
• Maintain excellent attendance and punctuality
• Maintain company-owned laptop, cell phone
• Perform collateral duties as assigned
• Other directives as required.

Skills & Abilities

• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Organized and detail oriented with excellent follow through skills.
• Must possess excellent communication skills, both orally and in writing.
• Proficient with Microsoft Office Suite specifically Excel.
• Strong analytical and problem-solving skills.
• Flexibility to work outside of normal business hours and on weekends when required.

Education & Experience

• High school diploma or equivalent
• At least three years of experience in related field.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Benefits

• 401K
• PTO & Holiday’s
• Medical, Dental, Vision, Medical FSA
• Voluntary Benefits: Life, AD&D, Disability, Commuter Benefits