Description

Overview:

PCSI is looking for a Service Order Dispatcher Lead at Ft. Bliss! A Service Order Dispatcher Lead receives, records, and distributes work orders to service crews upon customers’ requests for service on articles or utilities purchases from wholesale or retail establishment or utility company. This position will report to Carlos Adriano and is based at Ft. Bliss, Texas.

Shifts may vary. 24/7 operation.

Shift available:

Friday-Monday 8:00am to 7pm

Who We Are:

PCSI is a non-profit organization whose mission is to enhance the lives of people with disabilities through employment, advocacy, and partnerships. We vet, prepare, lead, and sustain a skilled workforce that provides top-tier services at job sites across the country. Our areas of expertise are wide and diverse; total facilities maintenance, hospital environmental services, custodial and grounds, disability awareness training, job coaching, and job placement are just a few. We integrate people with disabilities and veterans into meaningful jobs with competitive wages and benefits. Serving people of all abilities in their life’s journey is at the heart of what we do.

What You'll Do as a Service Order Dispatcher Lead:

• Responsible for receiving, recording, and distributing work and service orders to maintenance and furnishings workers.

• Received and records information, such as name, telephone number, email address, building number, article to be repaired or service to be rendered, and accurately enter all information into ArMA and GFEBS.

• Ensures all inbound maintenance requests are entered immediately in ArMA and GFEBS

• Answer and transfer phone calls

• Answers inquiries regarding service orders

• Responds and/or reports issues to appropriate parties for resolution

• Take inbound emergency and non-emergency calls, to include customer requested call-backs, and document all the information

• Create service orders using critical thinking to determine priority of work, to include Emergency, Urgent, and Routine

• Assign service orders to correct contractor and department using description of work. (Plumbing, HVAC, Electrical, Roads and Grounds, TX GAS, etc.)

• Dispatch Emergency Service Orders by telephone and send email to contractor to follow up

• Relay messages to contractors and provide status updates to customers

• Receive service orders by telephone, walk-in customers, email, and ArMA

• Audit work to ensure information was entered accurately

• Research and examine GFEBS to ensure no duplicate orders are created

• Use shared Excel File for entering service orders

• Check incoming emails all throughout shift for new guidance, corrections to be made, answering questions, and completing service order requests assigned by management

• Process Excavation Requests, BOM packets, and Locksmith Memorandums

• Adheres to company policies, procedures, and safety standards.

• Handle escalated customer concerns in a professional and empathetic manner

• Auditing own work and work of others making necessary corrections to ensure AQL is being met

• Distribution of work

• Listening to call recordings

• All other duties as assigned

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What You'll Need to Be Successful:

• High School Diploma or GED

• Must be able to type 25+ wpm. Typing test to be conducted during interview

• Two (2) years related experience. (Operating telephone system, MS Office, Computer literacy)

• Call Center and Clerical experience to include data entry

• Familiar with the Fort Bliss installation

• Ability to obtain and maintain a Common Access Card (CAC)

• Must have reliable transportation.

• Ability to work shifts covering a twenty-four-hour period, seven days per week to include holidays.

• Must obtain and maintain base access to Fort Bliss

• Must complete annual government required trainings

• Must be able to effectively read, write, and speak the English language

Knowledge, Skills and Abilities

• Customer service experience required

• Requires knowledge of PC functions and Software displaying skills in word processing, database, and spreadsheets

• Proficient in window applications, MS Office, MS Excel, MS Word, and data entry

• Multi-tasking on different ERP systems on dual monitor computer

• Ability to work under pressure

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations

• Must possess strong attention to detail

• Professional telephone etiquette

• Have the ability to deal with multiple responsibilities and to meet deadlines

• Ability to adapt to changing guidance

• Ability to work as a team member

• Self-starter, able to work with minimal direction and supervision

Working Conditions

• Noise Level: Low to Medium

• Office setting

• Using keyboard, mouse, and computer 8-10 hours a day

• Sitting for extended periods of time, vari-desk can be used to stand

• 24-hour, 7 days a week operation

• Work 40 hours weekly with (2) 15 minute breaks and (1) hour lunch break

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Note:

This position requires the ability to type 25+ WPM. A typing test will be held during the interview process.

Equal Opportunity Employment

PCSI is an equal opportunity employer and values diversity at our company. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All Veterans and/or persons with all types of disabilities are strongly encouraged to apply!

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)