Dispatch & Client Success Associate

Company: Lanspeed
Location: Santa Barbara
Posted on: January 15, 2022

Job Description:

Description

Do you enjoy interacting with others; especially by phone? Maybe you have prior experience in customer service. Do your friends, or family, describe you as overly organized? If so, we are looking for a Dispatch & Client Success Associate.

The Dispatch & Client Success Associate is primarily responsible for attaining maximum utilization for internal and field technical resources while maintain a positive service experience for our clients through the daily scheduling of service requests. As a primary point of contact for clients, this position has an opportunity to directly impact client success and satisfaction. This position manages and maintains our service boards for timely response and quality resolution to service requests. Maximizing the time utilization of our technical team is essential. This person will continually measure and benchmark our service delivery to share results with management. This role is ultimately responsible for delighting our clients consistently.

What We're Looking For:
Humble and hungry to grow and learn - a desire to be the best at what you do
Extremely detail oriented, upbeat, professional
Ability to provide a great first impression for our team members, clients, and prospects
Must be confident to talk to others by phone - no hesitation to pick the phone and dial
Enjoy being at the center of maintaining high customer satisfaction and supporting teammates with scheduling

Tasks:
Coordinate the service team by creating, assigning, and scheduling service tickets in ConnectWise proactively
Receive and make client calls with little to no background noise
Monitor service requests/ tickets for accurate time entries and updates
Confident in providing updates to both our service team and clients regarding status of tickets
Responsible for incident Escalation management
Understand client contracts in order to properly schedule the appropriate resources and prioritize requests
Become an expert in the usage and understanding of ConnectWise
Single point of contact for all types of client requests
Responsible for maintaining and promoting our image towards customers according to the company's Guiding Principles and Core Values
Work with clients in order to provide excellent customer service in a timely, efficient and professional manner
Communicate effectively with the service team to ensure all parties stay informed
Problem solving will be an essential duty, followed by communicating and working with others to reach a win-win resolution
Ability to handle situations where clients are upset or disappointed with our services - must be able to deescalate tense situations; although rare, it happens---
Commitment to grow and maintain close contact with sales, and a general understanding of all jobs on the go and in queue
Keep accurate records of discussions or correspondence with customers in ConnectWise
Work with management to improve customer service whenever needed
Learn about the organization's products and services and keep up to date with any changes
Assist the management team with administrative duties as requested
Adhere to the Lanspeed core values and culture

Key Performance Indicators (KPI's):
Keep the service board green at all times (Paint Tomorrow Green!)
Highly Satisfied Clients & Teammates
94% Daily Time Adherence

This is a Remote (work from home) position.

Qualifications:
High school diploma or GED. 4 year college degree preferred
A minimum of two years of experience in I.T. services, customer service or retail services
Ability to learn about the IT service industry
Excellent communication and organizational skills
Maintain a positive attitude with clients and employees at all times
Have the desire to take initiative, think creatively, and play an important role in the company's development
Excels at multi-tasking and operating in a fast paced and diverse environment
Excellent people organizer, open to direction and collaborative work style and commitment to get the job done
Ability to coordinate fast moving schedules for people and projects
Excellent interpersonal skills and a collaborative style
Ability to look at situations from several points of view
Needs to be very detailed oriented and focused on quality
Commitment to Lanspeed's Mission, Vision, Guiding Principles, and Core Values
Proficient with Microsoft Office, Windows and multiple displays
Ability to sit at a desk in front of a computer 75% to 100% of the time
Ability to be on the phone from 25% to 75% of the day

Other Things You Should Know:
Our interview process is more involved and thorough than you might think it will be. But don't let that scare you. Our process helps to make sure we find you the best seat on this bus!
Might request occasional travel to Santa Barbara for company events.

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Keywords: Lanspeed, Santa Barbara , Dispatch & Client Success Associate, Other , Santa Barbara, California