Service Order Dispatcher

Join Service Source

Make an impact by joining Service Source, a champion for people with disabilities. Explore new opportunities! Service Source is an organization of talented people who drive innovation, embrace change, and strengthen communities.

As a qualified nonprofit agency operating within the Ability One program, Service Source hires persons with significant disabilities. For the majority of direct labor positions, Service Source will obtain documentation of a significant disability as per the JWOD Act.

Perform Facilities Service Desk functions at the Base Operations Support (BOS) NGA National Campus West (NCW) contract in St. Louis and Arnold, MO. Input facilities data in the Integrated Workplace Management System (IWMS) and coordinate with internal teams and customers. Provide effective customer service and achieve customer satisfaction by delivering services in a professional, courteous, and timely manner.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Receive and process work requests in accordance with contract standards. Enter information into IWMS.
• Complete work requests and preventive maintenance requests by entering all required data into IWMS.
• Scan and attach notes, invoices, and reports to work requests and preventive maintenance requests in IWMS.
• Receive and escalate customer complaints to supervisors.

• Review work requests for completeness according to Performance Work Statement (PWS) requirements. Forward to supervisor for further processing.
• Inform customers by email or telephone of work request status and any anticipated delays.
• Provide follow up customer service satisfaction calls.
• Provide exemplary customer services by responding to requests in a professional and timely manner while displaying a positive demeanor.
• File timesheets, work requests, and preventive maintenance requests.
• Escalate emergency requests to responsible shops and supervisors as appropriate.
• Complete assigned trainings by required due dates.
• Perform other related duties as assigned.

• High School diploma or state certified equivalent required.
• Two years of direct experience with customer service and/or data entry required.
• Ability to obtain and maintain a Top Secret/SCI government security clearance with polygraph is required.

• Customer service oriented and able to work efficiently in a fast-paced environment.
• Work well independently and as a contributing member of a team.
• High level of integrity and personal accountability.
• Ability to read and comprehend simple instructions, short correspondences, memos, labels, and numbers.
• Ability to accept and follow directions.
• Excellent customer service, verbal, and written skills.
• Working knowledge of Microsoft Office (Word, Excel, Outlook) and basic typing skills.
• Ability to identify and define problems and provide solutions.
• Ability to organize, prioritize, and meet deadlines on a daily basis.
• Ability to maintain a high level of performance with limited supervision.

The incumbent performs a variety of routine work within established policies and procedures and receives detailed instructions on new projects and assignments.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, reach with hands and arms, and talk and hear.

The employee is occasionally required to stand and walk. The employee may occasionally lift or move products and supplies, up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while…