Dispatcher/Customer Service/Service Writer - Yakima, WA

Employer: Express Employment Professionals

Job Description:
We have a client looking for a Dispatcher/Customer Service Representative/Service Writer for their local telecom service department.

The primary function of a Dispatch is to efficiently direct the Service Team in an effort to deploy technical resources for maximum utilization, which includes but is not limited to: daily dispatch of service request by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource.

Essential Functions:
Act as the single point of contact to the customer for all types of service requests.
Coordination of all support groups to ensure maximum utilization of billable resources.
Process service request as they arrive through email, manual entry, or direct customer input.
Schedule Technical Resources on the dispatch portal.
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes and agreed outages.
Monitor resource schedules to ensure prompt time entry on service requests.
Improve customer service, perception, and satisfaction.
Fast turnaround of customer requests.
Ability to work in a team and communicate effectively.
Escalate service requests that cannot be completed by assigned Technical Recourse.
Review all service tickets and edit accordingly for ticket completion.
Schedule all service follow up visits.
Responsible for entering time for all Technical Resources. Time to be completed by 9am the following morning for the previous day. Timesheets must be sent via DocuSign by 9am every Monday for Technical resources to review and sign.
Responsible for monitoring all service ticket statuses.
Responsible for creating and monitoring all Partner Plan preventative maintenance service tickets
Responsible for creating weekly Van Inventory forms and maintaining van stock levels.
Responsible for ensuring bi-weekly vehicle inspections are performed
Responsible for tracking all Loaned and RMA/Returned equipment.
Assist Operation Manager with On-Call Notification and Schedule.
Provide backup to Project Coordinator.
Maintain a clean driving record – This position is required to drive a company vehicle to customer job sites and run errands for company.

Additional Duties and Responsibilities:
Responsible for changing the sign every Friday.
Warehouse to be cleaned twice a week; not limited to breaking down boxes, recycling equipment or taking out garbage.
Complete any office maintenance request for inside or outside the building.
Participate in service department meetings. Inform OM of any agenda items for service.
Insure that all gates are closed and locked before leaving at night.

Competencies:
Customer/Client Focus.
Problem Solving/Analysis.
Time Management
Communication Proficiency.
Teamwork Orientation.
Technical Capacity.

Experience/Skills:
Ability to use Microsoft Office products to include Word, Excel, and Outlook
Interpersonal skills: such as telephone skills, communication skills, active listening and customer-care.
Ability to multi-task and adapt to changes quickly.
Typing skills to ensure quick and accurate entry of service request details.
Self-motivated with the ability to work in a fast moving environment.

PAY: $18.00/HR
SCHEDULE: Monday - Friday 8AM-5PM. Occasional requirement to work past 5PM or on weekends, as workload requirements demand.
LOCATION: Yakima, WA

If you are interested in applying for this position, here are three ways to apply:

Apply online at www.expresspros.com/yakimawa
Apply in person at our office, located at 1021 S 40th Ave Suite 1 Yakima, WA 98908
Download our app "Express Jobs" and apply from your mobile device.
About us:

Express Employment Professionals works with job seekers to help them find the right job for their skills and experience. We have a variety of jobs available, and there are full-time, part-time, and temporary positions available. As one of the leading staffing companies in North America, Washington, and in Yakima, we’re ready to help you take the next step in your career.

Express Employment Professionals is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all people and to hire and promote individuals solely based on their qualifications for the job.

In compliance with applicable federal, Washington and local law, employment decisions are based on business needs, job requirements, and an individual’s qualifications regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability, genetic information or protected veteran status. We do not tolerate discrimination or harassment based on any of these characteristics and expect that our employees and associates will cooperate in maintaining an atmosphere free of discrimination and harassment.

Contact Person: Molly Johnston
Phone: 509-575-7770
Email:
Location: Yakima, WA
Application Method: Phone
Base Pay: $18.00/hr.

Posted on October 06, 2020

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2011 W. Washington Ave Yakima, WA 98903 USA 509-453-0374