[Hiring] Professional Services Dispatcher @Welbilt

Role Description

The Service Coordinator will be the central point of contact for customer service inquiries and service dispatch management. The ideal candidate will be responsible for:

• Handling customer support calls
• Creating dispatches
• Coordinating service calls
• Following up with customers and Factory Authorized Service Agent (FAS)
• Ensuring timely resolution of service issues with an overall average goal of <16 business hours to close out non-emergency calls
• Closing out emergency calls in <8 business hours
• Providing basic troubleshooting support
• Managing customer information in Salesforce

Schedule: Monday - Friday 8:00 AM - 5:00 PM EST

Qualifications

• Experience in customer service, preferably within service coordination or support roles
• Knowledge of service dispatching and coordination processes
• Familiarity with Salesforce or similar CRM software is a plus
• Strong communication skills, both verbal and written, with a focus on customer satisfaction
• Basic technical troubleshooting skills or a willingness to learn
• Strong organizational skills with the ability to manage multiple tasks efficiently
• Ability to work collaboratively with internal teams and external partners (FAS)
• Proactive and solution-oriented approach to problem-solving
• Must be located in Central or Eastern time zone

Requirements

• Answer Customer Support Line: Handle incoming customer service inquiries via phone, providing prompt and professional assistance
• Dispatch Service Calls: Assign and manage service calls, prioritizing them appropriately and ensuring they are resolved within 1-2 days
• Follow Up with Customers: Ensure timely follow-up with customers to ensure satisfaction and keep them updated on service status
• Follow Up with FAS: Coordinate with Factory Authorized Service Agent (FAS) in the designated region to ensure smooth service operations
• Reassign FAS if Needed: Reassign FAS to different service calls or regions when necessary to ensure optimal service levels and efficiency
• Update Customer Account Info: Maintain and update customer account details in the system to ensure accurate and current information for service tracking
• Maintain Relationship with FAS: Cultivate positive relationships with FAS to enhance service delivery and communication
• Knowledge of Warranty Processes: A background in handling warranty information and policies is essential to making decisions to dispatch a service call
• Provide Warranty Status Updates to Customers & FAS: Use Salesforce to update and communicate warranty statuses to customers and FAS in a timely manner
• Basic Troubleshooting Support: Provide initial troubleshooting support to customers before dispatching service, resolving basic issues when possible
• Update Notes in a Timely Manner: Ensure service call and customer account notes are consistently updated in Salesforce for accurate tracking and reporting
• Email Monitoring and Reply: Monitor and respond to customer service inquiries via email, providing helpful and timely responses
• Manage time effectively to focus on remaining in the phone queue and available during working hours
• Consistently operate in a manner that aligns with the Company Core Values

Benefits

• Competitive wage
• Healthcare (medical, dental, vision)
• 401(k) savings plan
• Wellness Program
• Supplemental Health Plans
• Employee Assistance Program
• Training and Development
• Tuition Assistance
• Holiday Pay opportunities
• Employee discounts
• Paid Time Off (PTO)
• On-the-job training and skills development
• Basic Life Insurance
• Leave Program
• Employee Events and more…