Service Order Dispatcher

ServiceSource Inc; St. Louis (MO); On-site; USD 40,000 - 65,000; Full time

Benefits offered by this job

Health coverage

Disability & Life insurance

403(b) match

FSA/HSA

Wellness program

Tuition assistance

Paid time off

Job summary

ServiceSource Inc. in St. Louis and Arnold, MO, seeks a Facilities Service Desk specialist to support the NGA NCW contract. You will enter IWMS data, coordinate with internal teams and customers, and provide courteous, timely service.

Responsibilities include processing work requests, updating IWMS, informing customers of status, and following up on satisfaction, while maintaining security clearance requirements and MS Office proficiency.

Qualifications

• High School diploma or state certified equivalent required.
• Two years of direct experience with customer service and/or data entry required.
• Ability to obtain and maintain a Top Secret/SCI government security clearance with polygraph is required.
• Customer service oriented and able to work efficiently in a fast-paced environment.
• Work well independently and as a contributing member of a team.
• High level of integrity and personal accountability.
• Ability to read and comprehend simple instructions, short correspondences, memos, labels, and numbers.
• Ability to accept and follow directions.
• Excellent verbal and written customer service skills.
• Working knowledge of Microsoft Office (Word, Excel, Outlook) and basic typing skills.
• Ability to identify and define problems and provide solutions.
• Ability to organize, prioritize, and meet deadlines on a daily basis.
• Ability to maintain a high level of performance with limited supervision.

Responsibilities

• Receive and process work requests in accordance with contract standards.
• Enter information into IWMS, including work requests and preventive maintenance requests.
• Scan and attach notes, invoices, and reports to work requests and preventive maintenance requests in IWMS.
• Review work requests for completeness according to Performance Work Statement (PWS) requirements and forward to supervisor for further processing.
• Inform customers by email or telephone of work request status and any anticipated delays.
• Provide follow-up customer service satisfaction calls.
• File timesheets, work requests, and preventive maintenance requests.
• Escalate emergency requests to responsible shops and supervisors as appropriate.
• Receive and process customer complaints and forward escalations to supervisors.
• Complete assigned trainings by required due dates.
• Perform other related duties as assigned.

Skills

Customer service

Data entry

Communication

Education

High School diploma or equivalent

Tools

Microsoft Office

Typing

Job description

Job Summary

Perform Facilities Service Desk functions at the Base Operations Support (BOS) NGA National Campus West (NCW) contract in St. Louis and Arnold, MO. Input facilities data in the Integrated Workplace Management System (IWMS) and coordinate with internal teams and customers. Provide effective customer service and achieve customer satisfaction by delivering services in a professional, courteous, and timely manner.

Responsibilities

• Receive and process work requests in accordance with contract standards.
• Enter information into IWMS, including work requests and preventive maintenance requests.
• Scan and attach notes, invoices, and reports to work requests and preventive maintenance requests in IWMS.
• Review work requests for completeness according to Performance Work Statement (PWS) requirements and forward to supervisor for further processing.
• Inform customers by email or telephone of work request status and any anticipated delays.
• Provide follow‑up customer service satisfaction calls.
• File timesheets, work requests, and preventive maintenance requests.
• Escalate emergency requests to responsible shops and supervisors as appropriate.
• Receive and process customer complaints and forward escalations to supervisors.
• Complete assigned trainings by required due dates.
• Perform other related duties as assigned.

Qualifications

• High School diploma or state certified equivalent required.
• Two years of direct experience with customer service and/or data entry required.
• Ability to obtain and maintain a Top Secret/SCI government security clearance with polygraph is required.
• Customer service oriented and able to work efficiently in a fast‑paced environment.
• Work well independently and as a contributing member of a team.
• High level of integrity and personal accountability.
• Ability to read and comprehend simple instructions, short correspondences, memos, labels, and numbers.
• Ability to accept and follow directions.
• Excellent verbal and written customer service skills.
• Working knowledge of Microsoft Office (Word, Excel, Outlook) and basic typing skills.
• Ability to identify and define problems and provide solutions.
• Ability to organize, prioritize, and meet deadlines on a daily basis.
• Ability to maintain a high level of performance with limited supervision.

Physical Demands

Employee is regularly required to sit, reach with hands and arms, and talk and hear. The employee is occasionally required to stand and walk. The employee may occasionally lift or move products and supplies, up to 50 pounds. Specific vision abilities required: close vision, distance vision, depth perception, and ability to adjust focus.

Work Environment

The noise level in the work environment is usually quiet.

Benefits

• Health coverage for you and your family through Medical, Dental, and Vision plans.
• 100% company‑paid Disability, Life, Accidental Death & Dismemberment insurance.
• 403(b)‑Retirement plan with dollar‑for‑dollar company match up to 3% of employee contribution.
• Flexible Spending Account and Health Savings Account for pre‑tax healthcare and dependent care expenses.
• Employee Assistance Program, Wellness Program, and Tuition Assistance.
• Generous paid time‑off program with increases based on tenure.

Equal Employment Opportunity

We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person’s race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E‑Verify Employer and a drug‑free workplace. Pre‑employment background checks are required for all employment positions.

Pay Transparency Policy

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. Employees who have access to compensation information do not disclose pay unless it is in response to a formal complaint, in furtherance of an investigation, or consistent with legal duty.