Employment Type : Full-Time
Location Renton, WA (On-Premises)
Primary Office Seattle
450 Shattuck Ave. S.
Suite 100
Renton, WA 98057
United States
Duration Full Time
Desired Education High School / GED
Desired Experience 0-3 Years
Diploma and/or certificate in Business Administration or related office experience required
Dispatch and customer service training preferred
Previous call center, dispatch, or administrative experience preferred
Experience in construction industry environment preferred
Responsibilities 1.Handles all incoming customer calls including service dispatching, tracking and scheduling of calls, call status tracking and call changes, entering new sites, collections, modifying existing sites and handling all general enquiries. May provide support and backup for other areas of the business. May handle calls after hours.
2.Creates and dispatches work orders in iCare daily for scheduling of planned maintenance and service.
3.Attends weekly planning sessions; conducts weekly service paperwork reconciliation; performs weekly timesheet data entry.
4.Completes Service Agreement work orders as required.
5.Monitors and follows up on subcontractor pricing; processes and approves invoicing.
6.Administers the check in/checkout process of technicians in accordance with company safety policy and advise supervisors of any missing/late technicians.
7.Accurately and promptly enters work order purchase orders into Spectrum and processes order.
8.Updates, populates, maintains and develops customer service binder to maximize customer service and satisfaction.
9.Procures Parts/Materials for service work orders.
10.Provides Service Quotes to customers with the assistance of the supervisor.
11.Schedules and follows up on all monthly maintenance customer accounts this includes ensuring timely communication with contract customers, key customers and sub contractors. Meets monthly to discuss expiring contracts and to review upcoming PM visits.
12.May establish and maintain a customer satisfaction follow up and call back procedure and provide senior management with appropriate feedback. May assist with customer satisfaction surveys.
13.Provides Specialists with badging and access to customers sites. Ensures that the specialists have completed all customer specific training. Maintains a log for both.
14.Performs other duties and responsibilities as requested or required.
Skills Exceptional telephone and personal customer service skills and ability to work under pressure
Excellent Microsoft Outlook, Excel, and Word skills
Basic financial knowledge and skillsability to understand basic financials such as accounts receivable/payable, purchase orders, work orders, etc.
Solid organizational skills and the ability to handle multiple projects tasks simultaneously
Excellent attention to detail
Strong verbal, written and interpersonal communication skills
Strong flexibility to adapt to changing priorities and direction in a dynamic work environment
Shows initiative regularly engages in proactive behavior and looks for opportunities
Strong ability to facilitate a collaborative working environment for customers and team members
Other This is a fast paced position that requires attention to detail and the ability to multi task. This position deals heavily with customers, it is important for the candidate to be pleasant and make sure our customers are taken care of.