Responsibilities
Be the first point of contact for customers calling in for assistance with their equipment, and for drivers and staff calling in for information.
Assist customers and team members with their queries, opening and logging tickets onto the online system.
Ensure all information is noted down accurately to send to the team member you are dispatching.
Check the field team availability and dispatch the closest and most relevant team member to that job.
Provide ETAs to clients and team members.
Keep information up to date on the system as it changes.
Multi-task to speak on the phone, update information and liaise with field team members simultaneously.
Provide excellent customer service to all personnel calling in.
Ensure that dispatched personnel are routed in the quickest and most cost-effective manner.
Follow up with field team members and customers alike to ensure problems were resolved to their satisfaction.
Ensure routes are clear, and notify field team members of any traffic jams, accidents, or closed roads.
Monitor the location of field members using the system and GPS tracking.
Receive in-service reports from field members and assist with locating and ordering any consumables they may need.
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Requirements
High School Diploma
2 years' experience in a similar role
Detail-focused, with good computer skills
Strong customer service skills
Excellent communication skills, both written and verbal
Able to multi-task effectively
Kind and helpful, able to work to company guidelines and policies
Strong problem-solving skills
Good technical knowledge of software