Service Dispatch Supervisor

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We are looking for a detail-oriented, friendly and helpful person to join our Service Dispatch team!  

The Service Dispatcher Supervisor will schedule and monitor service calls for service technicians and Electronic Security customers, and provide excellent customer service to our clients.  This position is in an office setting, working in a phone queue, both accepting and placing calls to customers and our technicians. You will also be working with multiple software programs.

This position will also have leadership responsibilities, including overseeing and guiding the Centralized Dispatch Group to achieve their goals.

What You’ll Be Doing:

• Scheduling of service calls and assignment of job duties for technicians
• Communicate professionally with customers and techs on status of service calls.
• Track, update and maintain status of calls/service tickets in Service Queue and customer accounts.
• Track and report all service work done.
• When appropriate, inform customers of Per Mar Security Services of products and services and refer business to appropriate department.

Additonal Management Duties:

• Work closely with the Sr. Manager, Operations Support in developing procedures and guidelines for the Centralized Dispatch Group.
• Work with, train, and guide the Centralized Service Dispatch Group towards the following:
• • Calling on newly created tickets within 90 minutes.
  • Ensuring appointments are scheduled within 24 hours of service request.
  • Immediately notifying customers and clients when a technician is going to be late or will not make the appointment.
  • Ensuring proper follow-up with customers regarding any tickets that will be open for an extended period of time by noting weekly.
  • Ensuring notes are being added to tickets so anyone in the company (i.e. Customer Care, Central Station, Management, Sales Rep., etc.) can pull up a ticket and identify the status and advise a customer.
• Oversees the ticket queues, appointments and call queues to ensure everyone is working in a uniform fashion 
• Reviews/updates payroll as needed.
• Reviews/approves PTO requests.
• Listens in on live and previously recorded phone calls for quality control.
• Maintains and provides training

What You’ll Need:

• High school diploma or general education degree (GED) is required 
• Two years related experience/training in alarm monitoring or scheduling is preferred.
• Previous team management or supervisory experience preferred.
• Strong attention to detail
• Strong Communication skills, both written and spoken
• Ability to interpret notes in accounts and instructions given
• Ability to multi-task and problem solve
• Work cohesively in a team environment

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