SERVICE ORDER DISPATCHER

SERVICE ORDER DISPATCHER

This position requires a minimum of 18 months or more of GFEBS (General Fund Enterprise Business System) experience.

SUMMARY

The Service Order Dispatcher receives records, distributes work orders and coordinates entry into buildings for service crews.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned:

• Receives service requests and ensures accurate recording of name, address, repairs, and/or service to be performed.
• Prepares work orders and dispatches to appropriate service crew.
• Maintains records of service calls and work orders.
• Relay messages and special instructions to mobile crews or various personnel.
• Performs follow-up on completed work orders to monitor performance of completed work.
• Dispatches service calls over the radio.
• Assists service crew with entry into buildings by contacting the point of contact (POC).
• Calls or writes customer to ensure satisfactory performance of service.
• Maintains files on all service orders and related information and documents.
• Assists customer by researching completed service orders
• Performs other duties as assigned.

QUALIFICATIONS 

• Minimum of one (1) year customer service experience required.
• Must have 18 months or more of GFEBS (General Fund Enterprise Business System) experience.
• Ability to obtain and maintain government background clearance required.
• Must be able to obtain and maintain military gate pass access.
• Efficient computer, administration, and phone skills required.
• Strong written and verbal communication skills required.
• Experience in a call center environment preferred.
• Considerable knowledge of office practices, procedures, equipment, and standard clerical techniques.
• Knowledge of dispatching methods, techniques, and practices.
• Ability to obtain proper information through verbal, written, and personal contact.
• Ability to analyze situations promptly and to determine the proper course of action.
• Ability to deal courteously with internal and external customers.
• Ability to speak and write effectively.
• Must have the ability to effectively present information and respond to questions from managers, fellow employees, and customers.
• Must be able to read and interpret various information to ensure procedures are followed.
• Skill in establishing priorities and organizing work.

EDUCATION and/or EXPERIENCE

• High school diploma or GED required.
• Minimum of 2 years’ related experience.

COMMUNICATION SKILLS

Must have the ability to respond to common inquiries or complaints from customers, managers and staff members. 

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  The employee may occasionally be required to lift up to 25 pounds. 

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Qualifications