Real-Time Service Call Coordinator

Burroughs in

Elmhurst (IL)

On-site

USD 55,000 - 70,000

Full time

6 days ago

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Job summary

Burroughs is seeking a dispatcher to provide real-time management of maintenance and project service calls. You will ensure Burroughs technicians are as efficient as possible and that customer SLAs are met, while reducing the day-to-day call management workload for the District Manager.

In this office-based role, you will monitor calls by region, reassign based on SLA, location, and technician availability; handle escalations with technicians and district managers; document actions in the

Qualifications

High school diploma or GED.
Prior customer service or equivalent problem-solving experience required.
Effective use of Microsoft applications including Windows, Outlook, Excel, and Word.

Responsibilities

Monitor service and project calls for assigned region; reassign based on SLA and technician availability.
Demonstrate understanding of territory for effective call reassignment based on location.
Answer customer escalations for assigned region; coordinate with technicians and District Managers.
Alert District Manager of at-risk SLAs and unresolved service issues.
Document service call actions in Burroughs Service Center system.
Collaborate with District Managers to understand regional objectives and targets for efficiency and customer satisfaction.