Account Service Dispatcher I

EMSAR - Equipment Management Service and Repair; Wilmington (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

EMSAR - Equipment Management Service and Repair is seeking an entry-level Account Service Dispatcher to create and dispatch work orders, assist with customer calls, and enter service data into the CRM system. The role emphasizes accuracy, effective communication, and a willingness to learn in a fast-paced service environment.

The position requires basic Microsoft Office skills and familiarity with CRM software, with opportunities to grow in service coordination and cross-functional collaboration.

Qualifications

• High School Diploma or Equivalent required.
• 1+ years customer service or call center experience preferred.
• Understanding of SLA and KPI.
• Proficient in Microsoft Office and cloud-based software.

Responsibilities

• Create and dispatch work orders for designated clients.
• Enter service data into the CRM system.
• Provide front-line support via incoming calls and inquiries.
• Assist with mapping coordinates for efficient travel as needed.
• Support with routine data entry and documentation tasks.
• Uplift processes by following SOPs and escalating issues as appropriate.

Skills

Customer service

Call center

Data entry

Microsoft Office

CRM systems

Communication

Attention to detail

Education

High School Diploma

Associates degree

Tools

SalesForce/ServiceMax

Dynamics/FieldOne

Job description

We are looking for an Account Service Dispatcher who is passionate about our core mission – to customize and deliver the best and highest quality solutions to our customers. This role will support the company's mission, vision, and values.

This position is an entry-level, talented and competitive Account Service Dispatcher that thrives in an evolving, exciting environment. The successful associate will have an interest in accuracy, be a conscious communicator and have an appetite for learning, listening and questioning.

• Work order creation, dispatching and entry level closure processes for designated client(s).
• Exercises entry-level judgement and analytical skills to identify, investigate and elevate findings.
• Dispatch work orders as requested.
• As needed, assists in mapping coordinates for efficient travel
• Assist with incoming calls.
• As needed, enter service data into Client CRM system
• Performs additional duties as needed and/or assigned by supervisor/manager

DISCUSSION OF PERSONAL CHARACTERISTICS AND “FIT”

• Analytical - The individual synthesizes complex or diverse information
• Problem Solving - The individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully
• Oral communication-the individual speaks clearly and persuasively in positive or negative situations in telephone environment.
• Ability to handle disconnected data and requests in a changing and dynamic atmosphere
• Computer Skills-Competent knowledge of Excel, Word, E-mail, web access, and learn various programs quickly. (ex. SalesForce/ServiceMax and Dynamics/FieldOne upon receipt of PO Follow Scripts (Call Center and L1 Support) and SOPs e.g. WO review and client submission)
• Quality Management - The individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness
• Judgment - The individual displays ability to make entry-level decisions, seeking guidance for more complex decisions, as applicable
• Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
• Initiative - Job requires a willingness to take on responsibilities and challenges
• Planning/Organizing - The individual adheres to priorities an work activities, using time efficiently
• Safety and Security - The individual actively promotes and personally observes safety and security procedures, and uses equipment and materials properly
• Teamwork - Ability to work in a collaborative style
• Organizational Skills - Ability to work under tight deadlines and handle multiple, detailed oriented tasks
• Understanding of customer requirements and ability to assist with the coordination/interface with cross-functional teams
• Comfort working in a fast-paced environment with dynamic priorities
• Comply with all company policies and procedures and adhere to company standards
• Comfortable working under pressure and on deadlines.
• Ability to follow detailed, defined procedures
• Able to work in a fast-paced environment and respond to last minute changes

Qualifications

DISCUSSION OF QUALIFICATIONS

• High School Diploma or Equivalent
• 1+ years customer service and/or call center experience
• Understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI)
• Good interpersonal and written communication skills
• Ability to operate computers, multi-line phones and other office equipment.
• Proficient in Microsoft Office Suite and other cloud-based software

• Associates degree and/or Trade school degree and above
• 0-2 years customer service and/or call center experienceUnderstanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI)
• Experience working in a service environment
• Outstanding interpersonal and written communication skills
• Ability to operate computers, multi-line phones and other office equipment.
• Proficient in Microsoft Office Suite and other and cloud-based software

WORK ENVIRONMENT AND PHYSICAL DEMANDS

• Ability to lift and carry 50 lbs.
• Ability to sit, stand, bend, and reach for long periods for time exceeding 4 hours.