Dispatch Coordinator

Position Overview

Under the direction of the Service Support Supervisor the Service Support Agent is responsible for coordinating with customers and Service Technicians to schedule service visits (and working closely with supporting 3rd party service providers in regions we dont have Johnson employed service technicians.). This position will confirm manufacturer warranties while keeping customers updated on the status of their service request and creating invoices when work has been completed. The Service Support agent will work closely with finance accounts receivable team to ensure warranty revenue is collected from the manufactures accurately.

Responsibilities

Customer Service

Establish service maintenance contract call priorities and schedule accordingly.

Establish positive long-term relationships with customers and key members of commercial establishments

Assist customers on the phone via email and walk-ins(possibly live calls)

Assist the retail sales in resolving customer or store issues

Ensure that inventory is in stock before scheduling the service call and assist in ordering parts

Ensure that direct customer relationships are positive productive and profitable

Service Support

Prepare reports as requested

Take all reasonable steps possible to minimize the amount of non-billable Service Technician time

Maintain cooperative working relationships with all company employees

Assist in the collections process for commercial and retail work performed by the service department

Ensure that we get the correct manufacturer warranty approvals before performing service work.

Ensuring we invoice the correct parties (customer manufacturer warranty or extended warranties).

Support Accounts receivable - aging reports for manufacture warranties and Commercial customers.

Forwarding service request to 3rd Party Service Providers where we dont have Johnson Service technicians.

Miscellaneous office administrative duties

Additional duties assigned as needed

Coordinate activities with staff to ensure quality customer service is provided within prescribed time and budgets

Keep the Service supervisor informed as to all pertinent factors affecting the assigned responsibilities

Education:

High school degree or equivalent required

Experience:

1 2 years of customer service and or scheduling experience preferred

Other Requirements:

Advanced Microsoft Excel Word and Outlook skills necessary

Benefits:

We offer a competitive compensation package along with outstanding benefits and growth opportunities including:

Health & Dental Insurance

Company-paid Life Insurance

401(k) Plan with company contributions

Generous Paid Time Off

Exclusive Product Discounts

Wellness Programs and more