Dispatcher

Espresso Partners, a Smart Care company and a leading provider of espresso and coffee equipment service and sales, is looking for someone with a heart for people to join our team as a full-time Dispatcher. Monday thru Friday between the hours of 7am and 4pm.

RESPONSIBILITIES:
• Monitor high volume email inbox for work orders from customers and distribute emails to appropriate email folder based on customer and service type
• Answer inbound phone calls and assist customers with inquiries
• Create service tickets for incoming work orders
• Dispatch technicians for service calls, installs and preventative maintenance services according to location and priority level
• Ensure proper checklists and paperwork are attached to service tickets for technicians to fill out per customer requirements
• Monitor the dispatch board throughout the day to schedule unassigned calls as technicians close out of calls
• Create quotes and email to customers for approval for follow-up service calls
• Coordinate with parts department to order necessary parts for jobs and track when they arrive so service may be scheduled
• Communicate with customers regarding status of work orders via phone, email and through customer portals
• Work closely with billing department to ensure accuracy of service ticket information after final work is completed so that customers are billed correctly
• Work with ops manager, service managers and other dispatchers in scheduling service calls in order to maximize efficiency of technicians’ time, while ensuring customer satisfaction
• Monitor workflow status in dispatch software to ensure follow-up calls are being done in a timely manner according to customer contracts and expectations
• Assist with emergency service requests by being a part of the evening and weekend on-call rotation

REQUIREMENTS:
• Ability to multitask in a fast-paced, ever changing environment
• Strong verbal & written communication skills
• Must be able to have multiple interruptions per day while maintaining focus and attention to detail
• Proven ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Proficient in Microsoft (Word, Excel, & Outlook)
• Proficient in high-volume alphanumeric data entry and verification into work orders
• Adaptable to change and good with technology
• Ability to retain new information and pick up on new processes and programs quickly
• Strong team player with a positive attitude
• Excellent time management skills
• Demonstrated ability to make sound decisions under pressure
• Ability to take initiative to make things happen
• Previous customer service experience required

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status.  All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care’s application or hiring process due to a disability, please contact the Human Resources department at HR@smartcaresolutions.com.