Chelsea Bohrer

• Coordinated dispatch operations for service technicians across multiple regions.
• Managed customer requests and scheduled appointments efficiently.
• Input data and write comments into various computer systems in order to track information on customer calls.
• Communicated updates and changes to customers and field staff promptly.
• Resolved service issues by collaborating with technicians and customer service teams.
• Assisted in training new dispatchers on systems and processes.
• Resolved customer complaints related to service issues or delays.
• Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
• Monitored dispatch board and adjusted call priorities regularly based on caller needs.
• Provided timely updates to customers regarding their orders or requests.
• Answered customer requests via chats, emails or inbound calls.

•Taking inbound calls from technicians who are needing modifications or work order support

• Activate equipment when technician is in home.

• Assist customers with rescheduling appointments for various reasons

• Input data and write comments into various computer systems in order to track information on customer calls.

• Determine when a call or certain decisions need to be escalated for further review or approval

• Work in a team environment by supporting and assisting other team members as required

• Perform required job functions while maintaining individual performance standards and site specific performance standards.

• Perform same responsibilities as tech service center rep. only provides dispatch support as well.

• Take inbound calls from technicians who are in the customer’s home attempting to fulfill an order when a modification has been either requested by the customer or determined necessary by the technician. Speaks with the customer to ensure they understand any billing and/or equipment charges as well as any agreement change that result from the work order modification
• Assist customers with equipment needs such as upgrading equipment as customers upgrade services.
• Input data and write comments into various computer systems in order to track information on customer calls.
• Provide basic technical and billing support to customers.
• Determine when a call or certain decisions need to be escalated for further review or approval.
• Work in a team environment by supporting and assisting other team members as required.
• Perform required job functions while maintaining individual performance standards and site specific performance standards.