Customer Support Coordinator - Dispatcher

Customer Support Coordinator - Technical Scheduler

Summary:

The current position available on the customer support team is for Service Dispatcher. This individual is responsible to receive and document service and installation requests from customers and coworkers and schedule/coordinate service and installation technicians. All members of the customer support team handle various customer interactions and administrative tasks in addition to their primary responsibilities. In addition to the general requirements listed below, the Service Dispatcher position requires experience with the use of two-way radio communications systems in the public safety/first responder environment and must have demonstrated technical aptitude and experience.

Applicant must be able to:

• Interact and communicate with customers and co-workers in a clear and effective, professional manner
• Assess customer needs and requests and determine the level of response required
• Identify issues that require escalation and escalate them quickly and effectively as required
• Manage multiple priorities in a fast paced, sometimes stressful environment
• Effectively document information in a call tracking and Customer Relationship Management (CRM) system
• Understand technical concepts
• Be a self-starter and work effectively with minimal supervision
• Remain organized and productive with minimal supervision
• Be able to organize and present information in a cohesive manner

Requirements:

• Must be extremely detail oriented
• Be on time for work and have consistent attendance
• Must have technical aptitude
• Must have experience with the use of two-way radio communications systems in the public safety/first responder environment
• Customer service/internal support experience is preferred
• Strong problem solving ability
• Ability to compose and properly format professional, grammatically correct emails, correspondences and letters
• Ability to read and understand basic technical documents
• Ability to pass company's and customer's background checks
• Ability to pass pre-employment physical and drug tests
• Must have Connecticut drivers license with good driving record
• Proficiency in the use of computers and standard office equipment
• Proficiency and experience in the use Microsoft Outlook (Email), Word, Excel, web browser and other standard Windows programs
• Ability to lift and carry 25 pounds of equipment

Duties Include:

• Answer and address/direct phone calls from customers and employees
• Create new service and sales requests in CRM/case management system
• Update open requests in CRM/case management system based on information from service technicians and others
• Determine what level of response is required for each service request and schedule employees or take appropriate other action
• Assign pending tasks to service personnel
• Coordinate service, install and project tasks with customers
• Monitor service and project activities throughout the day and re-prioritize as required
• Escalate issues in a timely manner when required
• Place parts orders and pick items required to fulfill orders
• Work with customers to determine what items are needed, provide quotes and enter customer orders
• Work with customer on billing authorization and documentation
• Ensure that items/orders are complete before scheduling
• Review case statuses, expedite orders and update customers with order status
• Request RMAs from service providers and vendors
• Review for completeness and accuracy, finalize and close out project and service orders
• Manage project inventory and release of equipment
• Effectively manage CRM follow up tasks
• Occasionally travel for customer meetings and training in company owned vehicles
• Other duties as may be assigned from time to time

In addition to these requirements, we are looking for individuals who are team-oriented and who work and communicate effectively with others at all levels throughout the organization. Excellent customer service skills with the desire to provide world-class support are a must.

Application and Evaluation Process:

• Complete online application and questionnaire
• Submit resume with cover letter via online application
• If selected:
• Complete initial screening assessment online (30-35 minutes)
• Complete skills assessment online (35-40 minutes)
• Complete pre-interview assessment online (35-40 minutes)
• Phone interview:
• Complete attention to detail assessment online (10 minutes)
• In person interview:
• On site MS Office assessment
• Background check, Motor Vehicle Records (MVR) check and drug test

We expect that the evaluation process may take up to 60 days. To be considered for this position, please submit resume with cover letter and complete the online application and questionnaire. You will receive a confirmation email within 2 hours of submission. If you do not receive a confirmation email please contact us at  There is no closing date for this position at this time.

Northeastern Communications, Inc. dba NorcomCT is an Equal Opportunity Employer