Full Job Description & Details

Full-time and Contract / Up to $16.00 an hour

Schedule: 8-10 hour shifts / Possible holidays, overtime, and weekends

 

Manage, track, and monitor transactions related to the support of Residential (RES) and Commercial (SMB) field service technician before arrival at the jobsite and while working on the customer premise. Assist with job assignments, technician tracking, pre-calling customers and conduct customer surveys. Basic data mining, providing the leadership team with status updates. Assists the leadership team with relaying and recording information to field personnel via different available communication tools.

 

Climb the ladder at DCOMM!  Are you ready to see how far you can go? There are opportunities to grow and succeed at DCOMM. We are proud when our people achieve more! It shows with so many of our field operations leadership staff starting as field technicians. Our leadership staff knows exactly what it takes to thrive and how to best support their teams, whether that means onsite backup or being available to talk through issues. Build a strong foundation for a career that progresses as you do.

 

Benefits and Pay

• Health insurance package, with the ability to choose from different options.

• Paid Time Off

• $13.00 - $16.00 per hour

 

Qualifications

• Must pass backgrond check and drug screen

• Bi-lingual (Spanish/ English) a plus

• Skill in oral and written communication

• Skill in handling conflict and uncertain situations

• Skill in handling multiple tasks and prioritizing

• Skill in using computers and related software applications

• Ability to work in close quarters and to wear a telephone headset

• Ability to apply telephone interviewing techniques

• Ability to obtain appropriate information quickly and accurately

• Ability to establish and maintain effective communication and working relationships with multiple departments

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Major Duties & Responsibilities

• Call routing

• Receive and handle high call volumes during daily peak times

• Work closely with the local market Leadership team to balance the workload for technician

• Assist with monitoring real-time performance and proactive management of on arrival jeopardy alerts.

• Communicate the need of shifting work between technician considering our On-Time customer commitment

• Day-Before and Morning-Of technician check-in

• Provide Work Order support, answer questions about services, coding and close work orders using proper solution and clear codes.

• Execute hourly scheduled reports and send the information to the leadership team

• Conduct customer surveys inquiring about the performance of the technician and identifying possible opportunities to avoid additional truck rolls

• Record all inbound calls into computer to provide accurate customer service history in each customer account and record of service calls.

• Facilitates cross-functional communications and cooperation with internal departments and service partners (sub-contractor) as well as our clients

• Instills knowledge of all client’s company products and service

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If you are you ready to take the next step, we are excited and ready to meet you!

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For additional consideration please submit an email to: carsten.schmelzer@dcomminc.com

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Or call us at: (877) 809-8777

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