Account Coordinator / Dispatcher

The Account Coordinator reports directly to the Account Manager and will support by executing and delivering on a range of responsibilities including dispatching, managing service calls, vendor sourcing, communicating with vendors, and other operational tasks.

RESPONSABILITIES

• Receive, Enter, dispatch, and manage work orders.
• Accept all new incoming work via email/customer web-based portals.
• Respond promptly to all client inquiries that require immediate response.
• Be a Customer Advocate – must have sense of urgency and customer concern.
• Follow service department procedures, referring to internal policies and requirements.
• Answer Phones – All Account Coordinators on shift are responsible for answering calls as they come in.  Phones should not ring more than once.
• Update clients via email and/or customer web-based portals.
• Confirm Scope and Dispatch all new work order requests.
• Source and recruit technicians as needed to complete work orders.
• Monitor incoming emails throughout their shift ensuring that all emails are handled per Company protocols.
• Process incoming calls and support other team members on shift by ensuring work is complete and meets customer expectations and metrics.
• Call Client/Store Manager after a scheduled visit to site to confirm customer satisfaction.
• Close all service calls in the system when work is complete.
• Source necessary materials to fully complete the job.
• Enter accurate and complete notes in the system regarding correspondence with customers and technicians.

Education:

High School Diploma or G.E.D.

Experience:

• The ideal candidate comes with up to 2 years of experience in retail, construction, commercial general contracting, project management, vendor management or account management.

• Extensive use of computerized client management systems.

Software Knowledge:

Microsoft Suite of products including Excel, Outlook, Word, Big Sky, Service Channel and or FM Pilot v2.0 would be a major plus.

Requirements:

• Must have expert level communication skills, verbal and written skills, ability to comprehend and construct correspondence, listening skills, telephone skills, persuading and negotiating skills, information gathering skills, presentation skills, supporting skills, and the ability to accept criticism.
• Must be able to pass a typing test.
• Must be willing to work both independently and in a team atmosphere.
• Responsibility for follow-up on actions based on the various projects being managed.
• High organizational skills in managing multiple projects simultaneously.
• Building strong internal and external relationships with the team, vendors, and clients using effective verbal and written communication.
• Recognize and act on changes in Work Order status to expedite the change process.
• Flexibility and willingness to learn and work on different tasks as needed.
• High attention to detail within fast-paced environment.
• Must have eagerness/ability to adapt to procedural/administrative changes.