Senior Customer Service Dispatch

Who is Tech Electronics?

We provide systems and services that help our customers work smarter, feel safer, and collaborate more effectively. Tech Electronics is a technology services organization headquartered in St. Louis, Missouri with seven offices across the Midwest.

At Tech Electronics, we specialize in low voltage life safety and communication systems in the education, healthcare, construction, government, commercial-industrial, SMB, and worship industries. From fire alarm installation and testing to security cameras and video surveillance, our tailor-made solutions deliver connection and protection.

Why Tech Electronics?

At Tech Electronics, we pride ourselves on bringing a unique family atmosphere to an ever-evolving technology marketplace. We recognize that our people made us special when we opened our doors nearly 60 years ago, and they continue to do so today.

We prioritize giving motivated individuals opportunities to find their gifts, develop their talents, and live their lives to the fullest. If you're looking for a job that's more than just a job, our Tech family is waiting for you!

What's in it for you?

• Health, Vision & Dental Insurance on DAY ONE
• Company cell phone
• Paid Time Off & Accrued Personal Time
• Tuition Reimbursement
• Long term & Short-term disability
• Generous Holiday Schedule
• Relaxed Family Culture
• Teladoc, SurgeryPlus, & other medical benefits

POSITION OVERVIEW

Processes service requests received by telephone, fax, e-mail, or personally from customer or company employee into database. Dispatches appropriate technicians as required by service request or Help Desk Manager. Responsible for maintaining professional communications with the customer and maintains a sense of ownership of the customer's issues at all times.

FUNCTIONS OF THE JOB

Acts as a supervisor/mentor for the Customer Service Dispatch I as assigned by the Customer Experience Manager.

• Can have Customer Service Dispatch 1 employees report to them for first 6 months
• Holds monthly one on ones with any Customer Service Dispatch 1 employees assigned to them
• Assures that the Customer Service Dispatch I understands and follows Tech Electronics' business processes.
• Provides required support and guidance for the Customer Service Dispatch I during onboarding and training phase.
• Reviews and confirms the Customer Service Dispatch I's understanding of each Strategic Business Unit's strategy and objectives.

• Receives and processes all customer requests for service on their communication system via Internet, telephone, fax, or e-mail.
• Ensures that all information is obtained from the customer so service personnel can properly resolve the issue within the first service call ensuring that we meet the customer's expectations regarding response and resolution time frames.
• Continuously reviews status of work orders to ensure proper resolution time frames are met. Maintains a detailed knowledge on Tech's services, systems, and personnel in order to properly support the customer's service requests.
• Treats each customer with a sense of professionalism and urgency so as to project a competent and concerned attitude.
• Dispatches appropriate technicians as required by service request or Service Supervisor. Communicates to the technicians all the information so they can be successful on service calls; maintains awareness of reducing windshield time between service calls through use of the global positioning system
• Ensures accurate information is entered into the database and the database always remains current and up-to-date.
• Maintains accurate information assuring that all scheduled times are met and efficiently performed. Escalates any systems down or customer concerns to appropriate personnel.
• Understands all Customer Service policies; insure that our customers are directed to the appropriate individuals at Tech that can address the specific customer needs or issues.
• Maintains a favorable working relationship with all employees and managers to promote a cooperative and harmonious working environment in order to facilitate positive employee morale, productivity, and continued improvement.

POSITION QUALIFICATION REQUIREMENTS

The following are the minimum qualifications an individual needs in order to successfully perform the duties and responsibilities of this position. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education:

• High School diploma or G.E.D. equivalent

Experience:

• Two years call center or dispatching experience
• One year data entry experience
• One year experience using computer systems, including MS Office.