Warranty Dispatch & Customer Care Coordinator

Midwest Startups; Fort Wayne (IN); On-site; USD 42,000 - 51,000; Full time

Benefits offered by this job

Parts Town Pride

Quarterly profit sharing bonus

Fitness center

Game room

On-site food market

Team member appreciation events

Volunteer opportunities

Casual dress code

Health insurance

401k/401k match

Employee assistance programs

Paid time off

Paid sick time off

Paid holidays

Paid parental leave

Professional development opportunities

Job summary

Parts Town is seeking a Service Coordinator (Dispatch Commander) to collaborate with inside service technicians and manufacturers to manage warranty dispatch from start to finish. You’ll handle warranty part orders, dispatch service, follow-ups, and provide top-notch customer support in a fast-paced environment.

You’ll dispatch 60-80 calls daily within tight SLAs, locate nearby providers, and communicate across email and phone.

Qualifications

• Exceptional critical thinking and problem-solving skills.
• Enjoy working with people and provide an exceptional customer experience.
• Detail oriented and drive to go the extra mile.
• Experience in Microsoft Office products and online research to find solutions.
• High-speed internet connection at home.
• Positive, outgoing, team-spirited personality.
• Excellent communication in English (written and verbal); bilingual a plus.
• Able to work a schedule of M-F 11:00 AM - 7:30 PM (EST).

Responsibilities

• Dispatch Service 60-80 calls within a 10-minute SLA frame.
• Use mapping tools to locate service providers near end users and schedule service.
• Deliver an exceptional customer experience via email and phone with manufacturers and providers.
• Manage service lifecycle from dispatch to close and communicate updates to parties.
• Document issues and hand off to Technicians for troubleshooting.
• Assist Equipment Dealers with service updates/questions by phone or email.
• Handle general email inquiries within a 2-hour SLA.
• Back up other areas of the team as needed.

Job description

Parts Town is seeking a Service Coordinator (Dispatch Commander) to collaborate with inside service technicians and manufacturers to manage warranty dispatch from start to finish. You’ll handle warranty part orders, dispatch service, follow-ups, and provide top-notch customer support in a fast-paced environment.

You’ll dispatch 60-80 calls daily within tight SLAs, locate nearby providers, and communicate across email and phone.