Service Order Dispatcher

Position Title: Service Order Dispatcher

Division: Advancia Government Services

Location: Ft. Carson, CO

Position Summary

The Service Desk Dispatcher employee will answer the DPW Service Desk telephones, respond appropriately and ask questions for information concerning the callers needs based on propriety levels assigned by the Government. The employee will take actions needed based on the caller's needs, document the call in the appropriate system and notify additional contractors of needed assistance for the caller. The employee operates this system for the Directorate of Public Works (DPW) Service Order Desk for Fort Leonard Wood (FLW), Missouri and the Lake of the Ozarks Army Recreation Area (LORA).

Essential Duties & Responsibilities

Service Desk Dispatcher

• Ensure that all DPW Customers are provided prompt and courteous service. During both normal duty hours and other-than-normal duty hours of operations, ensure that service order phones are answered within three (3) rings, and prior to the automated attendant system's placing the caller into the queue, unless all service order clerks are assisting other service order customers. Calls which have been placed in the queue by the automated attendant system shall be answered immediately upon transfer to a clerk.

• Be familiar with all information and knowledgeable of all requirements, service order definitions and limitations; FLW real property inventory; GFEBS service order data entry and operations; DPW operations; DPW Base Maintenance Services Contractors' operations and shop structures; and other pertinent information necessary to answer customer inquiries and accurately enter and assign service orders.

• Identify themselves as a contractor employee when answering the DPW Service Order Desk telephone, receiving calls on other Government telephone lines, and when sending or providing responses to emails.

• Receive service calls via telephone system, e-mail, telephone facsimile, or from walk-in traffic.

• Notify appropriate contractor or utility personnel telephonically immediately upon receipt of emergency service orders and document the notification of the responsible party.

• Enter service orders into DPW's GFEBS or ArMa requests that are determined to be valid within one hour of receipt, except for emergency (Priority 1) services orders which shall be entered immediately.

• Use any provided scripts and outlines for gathering information and prioritizing calls.

• Assist with training new employees as needed

• Flexibility in work hours based on needs of the contract as mission essential personnel (days, nights, weekends, holidays and inclement weather will be required).

Education & Experience Requirements

Service Order Dispatchers

EDUCATION:

• Have a High School Diploma

• Proficient with basic computer operations, including MS Office Suite

• Basic ability to navigate and comprehend computer programs

EXPERIENCE:

• No experience necessary but preferred

• Customer Service Experience required

Working Conditions/Working Environment/Physical Demands

• Day, night, weekend, and holiday workdays required depending on scheduling.

• Some walking and standing required.

• You may have to lift and carry equipment (i.e., books, tools, files) weighing approximately 10-15 pounds.

• Most of the work is performed in-doors and at a desk.

• Work in the occupation involves making repetitive motions more than 1/2 of the time

• Must be able to stand, stoop, kneel and bend

Advancia Government Services, LLC is an equal opportunity employer. Advancia Government Services, LLC does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, marital status or any other characteristic protected by law.