Tandem Data Resource Group

Growing company located in Addison, TX is looking for a Service Coordinator / dispatcher to coordinate service requests and dispatching of technicians all over the country. The Service Coordinator is a key role in the overall Tandem Data support model providing scheduling, and coordination of resources required for on-site work at customer locations. In this role, the Dispatcher will be required to work with a range of Tandem Data and subcontracted staff to make sure the customer is taken care of in a professional and timely manner. Excellent communication (both written and verbal) and collaboration skills will be required.

Essential Duties and Responsibilities:
· Receive telephone, email and/or service order requests for performance of services.
· Work directly with customer for onsite services and scheduling of technicians services.
· Work directly with technicians/contractors to ensure on-time performance is met, in accordance with customer expectations.
· Verify equipment availability and shipment times for necessary parts.
· Follow up with technicians and/or vendors to ensure documentation is received at time of work to allow dispatcher ample time to verify accuracy and any follow up needed for resolution.
· Ensure accurate entry of work log information, time spent, and other details of work performed into ticket management system.
· Work as a team member to ensure all responsibilities are met at the close of the business day.
· Perform other assignments as required in support of customer needs.

Non-Essential Duties and Responsibilities:

· Provide recommendations and input for training and development for Technicians to meet emerging trends in observed requests for service.
· Conduct written thank you notes to customers and coordinate marketing activities (online) to existing customer base to encourage loyalty and positive customer experience.
· Assist in quarterly e-mail newsletter including content creation, newsletter design and layout.

Qualifications:
· Experience as a Customer Service Representative or as a Dispatcher.
· Telecommunications knowledge a plus.
· High School diploma or equivalent.
· Interest in being customer liaison with excellent written and verbal communications skills.
· Experience with computer and Microsoft office suite.
· Team player – strong collaboration skills are a must.