Service Dispatch Coordinator

Atosa USA, Inc is a major manufacturer of commercial kitchen equipment, including everything from refrigeration, cooking equipment, to robotic fryers and more. For 10 years we have made a name for ourselves within the industry as a company that leads in innovation, in quality, and great service. Our company has an unyielding commitment to the society in which we operate and offers gratifying careers to self-motivated and talented individuals that can help us grow and set new standards in our field. We are actively recruiting the best and brightest candidates to join our company, and as a young and fast-growing company, we are presently searching for a new member to join our team.

Job Description:

As a Service Dispatch Coordinator in the Warranty Department at Atosa USA, you will play a pivotal role in ensuring a seamless customer experience, from coordinating service dispatch to post-service follow-ups. This role is instrumental in maintaining high levels of customer satisfaction throughout the service journey.

Key Responsibilities:

• Collaborate with Technical Support to efficiently schedule service appointments with authorized technicians, ensuring a streamlined process.
• Act as a bridge between customers and technicians, facilitating communication, providing updates, and maintaining proactive engagement until the service is completed.
• Utilize sound judgment to prioritize service requests, matching customer needs with technician skills, territory, and availability.
• Monitor job status changes to deliver timely and accurate information to customers regarding service updates, changes, or delays, fostering transparency and effective communication.
• Maintain comprehensive and up-to-date records, including work order notes and internal documentation, ensuring the seamless flow of information.
• Conduct proactive follow-ups with customers after service, actively listening to feedback, addressing concerns, and meticulously documenting all interactions.
• Coordinate follow-up appointments, service calls, or maintenance visits with service providers to expedite issue resolution.
• Serve as the primary point of contact for service customers, adeptly managing high volumes of phone calls, text messages, and emails from both customers and technicians.
• Handle customer complaints or escalations professionally and promptly, striving for swift resolution and overall customer satisfaction.
• Collaborate with various departments, including parts, sales, and technical support, to resolve customer issues and provide additional assistance, seeking guidance from management when necessary.
• Proactively monitor service tickets, identifying potential service-related problems or trends and taking proactive steps to address them with management.
• Maintain a comprehensive understanding of company products and services to respond to customer inquiries and offer appropriate recommendations.
• Identify and communicate suggestions for process improvements to enhance the overall customer service experience, aligning with the company's commitment to excellence.

Qualifications:

• Demonstrated work experience in aftermarket service or a similar role, highlighting proficiency in customer inquiries, service dispatch, and effective problem-solving.
• Proficiency in Microsoft Office or Mac equivalent, including Outlook, Excel, Word, SharePoint, and PowerPoint.
• Outstanding interpersonal and communication skills, both written and verbal.
• Exceptional problem-solving and conflict resolution abilities.
• Customer service-oriented with excellent phone etiquette.
• Familiarity with dispatch software or equivalent FSM/CRM/ERP systems.
• Strong organizational skills and meticulous attention to detail.
• Ability to work both independently and collaboratively in a team-oriented environment.
• Adaptability to changing customer demands and priorities.
• Effective time management skills to multitask, prioritize, and meet deadlines in a fast-paced, technology-driven service environment.

*Please note that this job description is not exhaustive and may be subject to change based on the evolving needs of the organization.