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Position:

Service Department Coordinator / Dispatcher

Company: JR-Tech

Status: Full Time

Initial Compensation: $12.00 – $21.63/hour (based on experience)

About US:

JR-Tech is a Managed Service Provider (MSP) that has been in business for over 10 years. We are a leading IT company rated in the top 5% in USA, with expertise across all IT environments. Our office is located in Lake Elsinore, and we serve small and medium businesses throughout the Inland Empire. JR-Tech provides something different than what is traditionally done in the IT space. We provide proactive IT services, not break/fix, so our techs are responsible for engineering system solutions to protect customers from downtime. Our business is steadily growing, and we need people with a strong desire to grow with our company and be a team player. JR-Tech values its employees, and invests in their long term growth. We expect our technicians to advance and grow in the company by certifying in a range of products and we compensate with pay raises with each cert. We provide paid technical training each week, and we reimburse the cost of each passed test. Each team member becomes a part of the JR-Tech family, and we frequently have team activities to maintain strong working relationships. Our employees work for JR-Tech because they enjoy the atmosphere, the comradery, and the challenge of solving new problems each day.

Objective:

JR-Tech is seeking a Service Department Coordinator (Dispatcher). They are responsible for attaining maximum utilization of internal and field technical resources (technicians) through daily dispatch of service requests (tickets). The Service Coordinator performs service request intakes from clients (phone, email, text, chat, etc.) and assigns, schedules, and dispatches service engineers for remote or onsite service according to urgency and contractual service level agreements (SLA). Strong client relations are a must. The Service Coordinator answers all inbound calls, generates tickets, and assigns the tickets to the appropriate resources, or reassigns to maintain load balance. In addition, they utilize chat, email, text, calendar, and our PSA tools. Because the volume of service requests fluctuate significantly each day, the Service Coordinator assists with various administrative tasks as well.

Here’s a closer look at what they do:

  • Act as the single point of contact to the client for all types of service requests
  • Assume full accountability for all service requests (cradle to grave)
  • Coordination of all IT support groups to ensure maximum utilization of billable resources
  • Pre-process service requests as they arrive through email, text, chat, manual entry, or direct client input
  • Schedule internal and field technical resources on the Autotask dispatch portal
  • Monitor resource schedules to ensure prompt time entry on service requests
  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Improve client service, perception, and satisfaction
  • Ensure fast turnaround of client requests
  • Review every service request for quality, client satisfaction, and
  • Work in a team and communicate effectively
  • Improve usage and increase productivity of IT support resources
  • Escalate service requests that cannot be scheduled within agreed service levels
  • Report the utilization of IT Support resources and successful completion of service requests to the Service Manager
  • Maintain inventory of clients’ systems
  • Assist the Service Manager with all service dept. tasks
  • Assist sales and marketing personnel with tasks as needed
  • Assist with administrative tasks as needed

Required Skills:

  • Strong computer and office productivity knowledge
  • Interpersonal skills: such as telephony skills, communication skills, active listening and client-care
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
  • Be eager to learn, pick up new skills easily and can become proficient in a short time
  • Resourceful and solution oriented – always find a way to make it work
  • Reliable and trustworthy
  • Articulate- can communicate professionally and informally over the phone, in person, and in writing
  • Skill in organizing resources and establishing priorities
  • Excellent verbal and written communication skills

About You:

  • Previous experience recommended (service coordinating / dispatch in any field)
  • Strong desire to get your foot in the door with a fast growing, team oriented company
  • Strong customer service and phone related skills
  • This a not a technical job, but you must have a strong understanding of computer technical terminology

About the Job:

  • Work from our office in Lake Elsinore
  • 9/80 Alternative Work Schedule (3-day weekend every other week!)
  • $12.00 – $21.63/hour (based on experience)
  • Competitive benefits package available after 90 days
  • Typical shift: 7:30am – 5pm M-F
  • Access to top tier training materials and certifications
  • Must be able to pass a drug test
  • Principals only. Recruiters please don’t contact this job poster
  • Please, no phone calls about this job!
  • Occasionally lift and/or move up to 50 pounds
  • Frequently bend, lift, stand, and crawl under desks
  • Learn and apply IT best-practices

Next Steps:

  • Click Apply Now below
  • After your application and resume is reviewed you’ll be emailed a link to take a series of tests to ensure you are qualified

Apply Now!