JESSICA AYOTTE

Responsibilities (Dispatch)

• Prioritize incoming and backlogged work orders
• Assign and dispatch technicians to work orders
• Work with Service Managers to address open calls
• Respond to inquiries
• Create and distribute required reporting
• Maintain proactive communication with customers regarding ETAs
• Review all incomplete calls daily
• Maintain entry and verify nightly “on call” crews
• Work with Service Managers to ensure preventative maintenance is completed on schedule
• Understand the geography of the market and understand the technicians to properly communicate
• Re-assert required protocol to technicians on behalf of service managers

Responsibilities (CSR)

• Manage incoming service requests received via email and phone
• Enter information accurately into system for dispatch
• Provide solutions to any customer concerns

Responsibilities (dispatch)

· Arrange daily dispatch board strategically for profit and rearrange for incoming dispatches throughout the day to reach daily goals

· Plan weekly dispatch board and quantify jobs needed to reach weekly goals

· Run reports and examine data used for dispatch planning

· Manage weekly list for parts needed for upcoming jobs

· Audit and edit invoices

· Place parts on order and follow up to schedule job once materials are received

· Maintain positive and supportive relationship with technicians to help them strive for excellence

Responsibilities (CSR/CSR Trainer)

· Answer inbound phone calls and aid call quota for outbound phone calls

· Create and schedule work orders for service requested by customers via email and phone calls

· Edit and audit work orders created by other CSRs

· Train new CSRs on system software and procedures

· Create scrips and call booking procedures for CSRs

· Create and/or revise all standard operating procedures for CSRs

· Create work order templates for scheduling used by CSRs

· Maintain positive and supportive relationship with CSRs to help them strive for excellence

Responsibilities

· Manage inventory quantities, product price changes, point of sale events and store signage

· Answer phones, direct calls and process over the phone orders

· Replenish store stock, merchandise and put away freight

· Supervise front end, provide customer services such as returns, exchanges, discounts ext.

· Greet customers, drive sales through service and cashier

· Process cartons, receive shipments and off load trucks

Responsibilities

· Direct calls to appropriate departments

· Use system application to complete orders over the phone for customer

· Research and provide solutions to customer inquires

· Resolve customer issues