US Dispatcher at Mood Media

Bucharest, , Romania -

Full Time

Start Date

Immediate

Expiry Date

14 Jul, 26

Salary

0.0

Posted On

15 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Dispatch, Customer Support, Scheduling, SLA Management, Data Entry, Problem Solving, Communication, Technical Assistance, Logistics, Analytical Skills, Time Management, Documentation, Reporting, Critical Thinking, Interpersonal Skills

Industry

technology;Information and Media

Description

SERVICE DISPATCH COORDINATOR Role Overview We are seeking a highly organized, customer-focused, and proactive Service Dispatch Coordinator to join our team. The ideal candidate will be instrumental in ensuring the timely and efficient resolution of service incidents, providing end-to-end support, and maintaining strong communication with clients, technicians, and internal stakeholders. This role requires exceptional problem-solving skills, a keen eye for detail, and the ability to thrive in a fast-paced, data-driven environment. ---------------------------------------- RESPONSIBILITIES SERVICE COORDINATION & SCHEDULING * End-to-End Management: Oversee the process from initial contact to resolution and invoice generation. * Smart Dispatching: Schedule technicians based on data-driven assignments, ensuring optimal routing and workload balance. * Dashboard Monitoring: Prioritize tasks by age, client SLA, and urgency (including Premier/Platinum accounts and drive-thru paging). * Documentation: Create detailed scopes of work for all service trips and ensure accuracy in incident notes. * Activity Review: Confirm prior day’s activity and ensure all completed jobs are recorded. * Forward Planning: Finalize the following day's schedule at least two hours before COB for review and mapping. * Real-time Communication: Notify clients and technicians of last-minute changes immediately via phone or email. * Collaboration: Work with subcontractors, Field Operations, and Internal Affairs to meet SLAs and facilitate equipment orders. CUSTOMER & COMMUNICATION MANAGEMENT * Client Support: Provide technical assistance and resource scheduling. * High Availability: Maintain constant availability on Genisys for direct line calls. * Detailed Updates: Ensure job confirmations include specific notes (who, what, when) for technician visibility. * Responsiveness: Respond to all requests and emails within 6 business hours and by end-of-day. * SLA Management: Proactively escalate P1 and P2 tickets approaching or breaching SLAs to management. * Professionalism: Maintain cordial relationships with all internal and external stakeholders. * Meetings: Participate in regularly scheduled team calls and client QBRs as needed. DOCUMENTATION & REPORTING * System Integrity: Log all incident information thoroughly in the management system. * Quality Improvement: Conduct post-incident reviews to identify lessons learned. * Admin Support: Assist with contract reviews, equipment lists, and general product reporting. * Client Reporting: Provide custom reports for designated customers and update 3rd party systems accurately. * BWC Management: Keep the Buyer’s Work Center (BWC) up to date. OPERATIONAL EXCELLENCE & TEAM COLLABORATION * Process Improvement: Proactively identify and recommend internal and client-facing operational improvements. * Logistics: Order incident-related equipment and provide tracking info to technicians. * Team Support: Collaborate with assigned backups for time-off scheduling and workload balancing. * Problem Solving: Utilize strategic thinking to navigate "gray areas" and overcome roadblocks. ---------------------------------------- MINIMUM SKILLS, KNOWLEDGE, AND ABILITY REQUIREMENTS * Experience: At least 1 year in a client-facing or customer support role (dispatch/coordination experience preferred). * Communication: Proficient English with strong written and oral skills; exceptional interpersonal skills. * Technical & Analytical: * Computer literate (Genesys, Dispatch Dashboards, incident systems). * Strong record-keeping and analytical skills with attention to detail. * Critical thinking for navigating "gray areas." * Organizational: * Ability to manage multiple tasks and prioritize effectively. * Strong work ethic and service-oriented mindset. * Proven leadership and efficient problem-solving skills. * Flexibility: * Ability to work afternoon shifts as needed. * Adaptable to changes as the client base evolves. 4:00PM to 12:30AM 8h per day excluding breaks

Responsibilities

The Service Dispatch Coordinator is responsible for managing end-to-end service incidents, including scheduling technicians and ensuring timely resolution. They must maintain accurate documentation, monitor service dashboards, and provide proactive communication to clients and internal stakeholders.