Dispatch & Client Success Associate
Remote
Full Time
Saberdome (Lanspeed)
Entry Level
Do you enjoy interacting with others; especially by phone? Maybe you have prior experience in customer service, retail services or executive administration. 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:
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
- 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
- Assist with 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
- Keep the service board green at all times (Paint Tomorrow Green!)
- Highly Satisfied Clients & Teammates
- 94% Daily Time Adherence
- 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
- 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 company events or client meetings
Benefits
- Company provides medical, dental and vision for the employee at no cost
- Retirement Benefits with employer match
- Flexible time off
- Sabbatical
- Fully remote position
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