Account Coordinator / Dispatcher

The Account Coordinator reports directly to the Account Manager and will support by executing and delivering on a range of responsibilities including dispatching, managing service calls, vendor sourcing, communicating with vendors, and other operational tasks.

RESPONSABILITIES

• Receive, Enter, dispatch, and manage work orders.
• Accept all new incoming work via email/customer web-based portals.
• Respond promptly to all client inquiries that require immediate response.
• Be a Customer Advocate – must have sense of urgency and customer concern.
• Follow service department procedures, referring to internal policies and requirements.
• Answer Phones – All Account Coordinators on shift are responsible for answering calls as they come in. Phones should not ring more than once.
• Update clients via email and/or customer web-based portals.
• Confirm Scope and Dispatch all new work order requests.
• Source and recruit technicians as needed to complete work orders.
• Monitor incoming emails throughout their shift ensuring that all emails are handled per Company protocols.
• Process incoming calls and support other team members on shift by ensuring work is complete and meets customer expectations and metrics.
• Call Client/Store Manager after a scheduled visit to site to confirm customer satisfaction.
• Close all service calls in the system when work is complete.
• Source necessary materials to fully complete the job.
• Enter accurate and complete notes in the system regarding correspondence with customers and technicians.