Dispatcher/Customer Service Details

Dispatcher/Customer Service

Tec-Tel Communications - Chicago, IL

Employment Type : Full-Time

Tec-Tel Communications designs, installs and services physical security systems (access control, intrusion detection, video surveillance, physical barriers, etc.) and telecom systems for commercial entities. We are based out of NJ, but our team members dispatch to locations throughout the nation. In business for more than 10-years, Tec-Tel continues to grow while maintaining a strong culture of teamwork.

Tec-Tel is searching for a motivated Service Coordinator/Dispatcher to support our incoming service tickets

POSITION SUMMARY

The Service Coordinator / Dispatcher will receive and evaluate support requests via a ticketing system, emails, or calls and assign Service Technicians and Engineers to perform support and maintenance. This position has frequent contact with customers, direct reports, peers, and vendors.

ESSENTIAL JOB DUTIES

• Communicate with clients via email, phone, and/or other methods
• Evaluate and prioritize IT support response

• Create and assign Service Tickets to support personnel

• Monitor Service Board to ensure service level compliance is within company policies

• Coordinate escalation of unresolved or emergency support issues

• Schedule onsite support and onboarding

• Work with clients to ensure client satisfaction and resolve complaints

• Survey clients to measure client satisfaction

• Monitor service personnel schedules to ensure support coverage

• Review all Service Tickets and Time Entries then approve or refer to service personnel for correction

EXPERIENCE

• 3 or more years customer service experience
• Ability to pass vocabulary test on current business hardware, software and mobile devices
• Ability to pass proficiency in use of basic business software
• Ability to pass test demonstrating superior written and verbal communications skills
• Ability to multitask and make decisions in complex, dynamic work environment

Full Benefits Package

• Health Insurance
• 401k
• PTO
• 2-week vacation time
• Overtime Pay

Pay: $13-$15 per hour

Job Type: Full-time

Pay: $13.00 - $15.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Supplemental Pay:

• Bonus pay

Experience:

• Dispatching: 1 year (Preferred)

Work Location:

• Multiple locations

Work Remotely:

• Yes

Work Location: Multiple Locations