Dispatcher/Customer Service
Alliant Communications Alliant Communications Yakima, WA Yakima, WA Full-time Full-time $16 - $20 an hour $16 - $20 an hour 16 hours ago 16 hours ago 16 hours ago Summary/Objective:
The primary function of a Dispatch is to efficiently direct the Service Team in an effort to deploy Alliant's 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:
Reasonable accommodations may be made to enable individuals with disabilities to perform the 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 ConnectWise 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 Alliant sign every Friday.
Warehouse to be cleaned twice a week; not limited to breaking down boxes, recycling equipment or taking out garbage.
Complete any Alliant 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.
Supervisory Responsibility:
This position has no supervisory responsibilities.
Work Environment:
This job generally operates in a professional office environment.
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job.
While performing the duties of this job, the employee is regularly required to talk and hear.
The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Position Type/Expected Hours of Work:
This is a full-time position, and hours of work and days are Monday through Friday, 8:
00 a.
m.
to 5:
00 p.
m.
Occasional evening and weekend work may be required as job duties demand.
Travel:
Travel is primarily local during the business day.
Experience/Skills:
Ability to use Microsoft Office products to include Word, Excel, and Outlook Interpersonal skills:
such as telephony skills, communication skills, active listening and customer-care.
Ability to multi-task and adapt to changes quickly.
Typing skills to ensure quick and accurate of entry of service request details.
Self-motivated with the ability to work in a fast moving environment.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
Duties, responsibilities and activities may change at any time with or without notice.
se.
Job Type:
Full-time Pay:
$16.
00 - $20.
00 per hour Expected hours:
40 per week
Benefits:
401(k) Dental insurance Health insurance Paid time off Vision insurance Schedule:
8 hour shift Monday to Friday Application Question(s):
Must have a valid WA State driver's license and a clean driving record Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
The primary function of a Dispatch is to efficiently direct the Service Team in an effort to deploy Alliant's 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:
Reasonable accommodations may be made to enable individuals with disabilities to perform the 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 ConnectWise 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 Alliant sign every Friday.
Warehouse to be cleaned twice a week; not limited to breaking down boxes, recycling equipment or taking out garbage.
Complete any Alliant 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.
Supervisory Responsibility:
This position has no supervisory responsibilities.
Work Environment:
This job generally operates in a professional office environment.
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job.
While performing the duties of this job, the employee is regularly required to talk and hear.
The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Position Type/Expected Hours of Work:
This is a full-time position, and hours of work and days are Monday through Friday, 8:
00 a.
m.
to 5:
00 p.
m.
Occasional evening and weekend work may be required as job duties demand.
Travel:
Travel is primarily local during the business day.
Experience/Skills:
Ability to use Microsoft Office products to include Word, Excel, and Outlook Interpersonal skills:
such as telephony skills, communication skills, active listening and customer-care.
Ability to multi-task and adapt to changes quickly.
Typing skills to ensure quick and accurate of entry of service request details.
Self-motivated with the ability to work in a fast moving environment.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
Duties, responsibilities and activities may change at any time with or without notice.
se.
Job Type:
Full-time Pay:
$16.
00 - $20.
00 per hour Expected hours:
40 per week
Benefits:
401(k) Dental insurance Health insurance Paid time off Vision insurance Schedule:
8 hour shift Monday to Friday Application Question(s):
Must have a valid WA State driver's license and a clean driving record Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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