Summary

The Service Communication Operator is an entry-level administrative position that requires a patient, conscientious, relaxed, and cooperative team member. The most common daily tasks will be receiving calls and responding to emails from customers requiring service work, and creating those work orders in the Service Management software. The responsibilities include: creating new customers and sites, attaching pertinent documents to customers' sites, work orders, filing and maintaining those files, answering incoming calls, routing outgoing calls, scanning documents, and processing incoming/outgoing faxes. The workload is consistent as it requires good communication, thorough documentation, and supports the dispatch department, leaving nothing to chance. Must coordinate with the Service Dispatchers and relay pertinent information necessary to schedule upcoming work. This position requires cooperation and accommodation, which are aspects needed for customer interfaces, outreach, sales, marketing, and service-related follow-ups. They will need to have attention to detail to handle the flow of information amongst operators, dispatch, and external organizations. They will need to be an agreeable and sympathetic listener to have highly effective customer relationships and working relationships with other departments. With all duties, this role provides assistance to the Service Department Manager, Service Dispatch Manager, Service Manager(s), and the department.

Responsibilities

· Manage a multitude of phone calls, emails, and messages from customers and internal staff

· Maintain a basic level of knowledge for contracts and national accounts to ensure the work order has all necessary information needed for the complete execution of the call

· Initiation of work orders and tasks in Service Management software, as well as creating new sites for existing customers

· Customer interaction skills to ensure a high level of customer satisfaction, which also includes follow-up calls

· General knowledge of services offered and current marketing campaigns to provide additional information to customers

· Basic contract and national account knowledge

· Responsible for the timely and accurate execution of tasks assigned by the Service Department Manager, Service Dispatch Manager, and Service Manager(s)

· Provide basic status reporting and responds to requests for service, assistance, and information to all internal and external customers

· Ensure proper data entry of information into Viewpoint

· Physical demands include long hours sitting, using a computer, standing, pulling/pushing, walking, lifting, and climbing

· The job requires intermediate computer proficiency and advanced critical thinking skills

· Other duties, activities, and responsibilities may vary and change as assigned

Education and Experience

· High school diploma or equivalent required 

· Equivalent industry training preferred 

· Relevant work experience may substitute for the training