Account Manager - Dispatch (afternoon & evening shifts)

Company: 626
Location: Boca Raton
Posted on: September 16, 2023

Job Description:

Position: Account Manager (Dispatch)

Reports to: Account Director

Summary/Objectives:

The Customer Success Specialist interacts with Customers and 626 Engineers and Service Directors to ensure a successful service event. They are responsible for providing 626's Customers with an exceptional service dispatch experience by responding to service requests efficiently, scheduling and dispatching 626 Field Service Engineers in adherence to service level agreements and providing quality customer updates throughout the dispatch and service processes.

Essential Responsibilities

• Effectively manage service events by communicating with both the Customer and the Field Service Engineer to ensure clarity throughout the service process.
• Understand customer contractual coverages to ensure service level agreements are upheld throughout the dispatch and service processes.
• Identify contractual exclusions throughout the service process to identify when a PO must be presented to the Customer for additional parts and service fees.
• Follow-up with Field Service Engineers to obtain status on service events to relay to the customer.
• Follow-up with Parts Procurement to obtain status on open parts orders that are required for future service scheduling.
• Provide regular, quality, and timely updates to the customer throughout the service process to provide visibility throughout each step of the service process.
• Identify when escalation to an Account Director or Service Director is necessary and appropriate to meet customer needs and resolve imminent or potential future issues.
• Manage Preventative Maintenance requests for your assigned accounts and support efficient scheduling when possible.
• Document all relevant updates throughout the service process within the work order to relay information required for accurate billing. Qualifications & Background
• Problem-solving skills to resolve issues with efficiency and professionalism
• Customer service skills and positivity to enthusiastically promote the 626 brand
• Ability to relay information in a fast-paced environments
• Ability to multitask with different, and sometimes conflicting, events happening at the same time
• Knowledge of computers for scheduling and other dispatching duties
• Associate's or Bachelor's degree preferred, but not required
• 2+ years of experience in a high-volume customer service role preferred
• Prior experience working in a Field Service / Equipment Maintenance industry is a plus
  
  Work Schedule: Full-time
  
  Physical Demands
  
  The physical requirements that are essential to perform this job are to talk and to hear. It will also be required by the employee to frequently stand, walk, lift up to 25 Lbs., to use hands to handle or feel; and reach with hands and arms.
  
  626 Opco, LLC provides employment opportunities to all individuals regardless of race, color, age, religion, sex (including pregnancy and gender identity), national origin, sexual orientation, marital status, disability, or genetic information.
  
  Please note that this job description is not a complete and comprehensive list of duties and responsibilities that are required of the employee. A responsibility or duties can or will change at any time with or without notice.

Keywords: 626, Boca Raton , Account Manager - Dispatch (afternoon & evening shifts), Hospitality & Tourism , Boca Raton, Florida