The Customer Service/Dispatcher is a critical role in the resolution of technical, and escalated support incidents related to end-users. The service team provides business-critical support to customers along with various service offerings. You will be an integral team member and a true advocate for customer resolution, supporting customer incident triaging efforts alongside our service technicians in the field. The successful candidate should demonstrate great accountability, customer obsession and excitement for technology, generators, and back-up power sources. Beyond triaging escalations and managing critical situations, the candidate should be passionate about driving bigger impacts being increasing customer value, improving processes and driving product feedback.
Reporting Relationship: The Customer Service/Dispatcher reports to the Service Manager
Review and triage customer and partner escalation through the internal escalation program across various cross-functional teams and key stakeholders
Identify signals from escalations to drive permanent resolutions
Partner with Service Manager and technicians to analyze and determine appropriate resolution path
Provide ongoing communication and status updates throughout the duration of incident Always look at problems with customer-first solutions
Develop and share best practices and recommendations to improve efficiencies
Must be able to troubleshoot/triage from the customer experience perspective and route the issues to the appropriate escalation path
Ensure all new service requests are assigned to the appropriate technician
Review and monitor the Dispatch Board to ensure service level agreements are being met.
Ensure all issues completed by the technicians are closed and invoiced in a timely matter
Ensure all invoicing is accomplished per customer invoicing requirements Review and follow up on unresolved issues weekly
Review all service invoicing to ensure the appropriate documentation was provided and the troubleshooting steps taken to resolve the problem were accurate and complete.
Excellent communications skills, outstanding written and verbal communication
Effective, polished interaction with customers to gather information quickly; explain customer responsibilities in resolving the issue; communicate next steps and status, and inspire confidence
Demonstrated troubleshooting skills, cross-team collaboration, and critical thinking
Ability to influence people at all levels to drive incident resolution Passion for technology and customer support
Proven technical aptitude High attention to detail, able to problem solve logically and think critically
Technical aptitude with a passion to learn Creative Problem Solving by driving innovative solutions and can thrive in ambiguity
Prior Technical Support experience including experience in a customer-facing or customer technical support role
Demonstrates honesty and integrity in work and relationships
Demonstrates servant-based principles with internal and external customers
Demonstrates innovation/creativity in work
Possesses a strong work ethic and takes ownership of both company and client goals/objectives
Focused on understanding, meeting and exceeding customer expectations
Focused on collaboration and teamwork for the mutual success of the company and its employees
Demonstrates a willingness to sacrifice personal time for the company as conditions warrant
Limited travel requirements.
2 or 4-year degree desired, or equivalent work experience
Industry experience preferred Knowledge in Generators, Power Equipment, and Transfer Switches is a must.
Efficient in Microsoft Suite products including Excel, Word, Outlook, and PowerPoint
2+ years of experience in customer service