Customer Services Support Operator 1 - Ampcus Incorporated

KEY DETAILS
• Goal is someone familiar with the Raleigh NC environment. Where dispatching will primarily be done.
• Currently Short 2 dispatcher and replacing.
• Having knowledge of Fire system, smoke detectors, etc… is HUGE since this is who they will be dispatching technicians for.
SAP a HUGE plus
• MS Office Suite
• Will be completing Service coordination.
• Taking calls and email requests for dispatching technicians.
• Hybrid- but need to be Raleigh NC.

Responsibilities:
• Support, inform, prioritize, and coordinate activities and resources across branch offices and the Digital
Service Center.
• Act as primary point of contact for service customers to ensure expectations are met.
• Handle incoming service requests via phone or email, resulting in a service work order and scheduled or
dispatched personnel.
• Schedule resources to support standard service agreements.
• Handle decisions regarding the scheduling and movement of resources and material based on the nature
of service calls, urgency, contractual obligation, and availability.
• Order and track parts and subcontractors in support of maintenance plans and service calls using the
service platform.
• Evaluate time-and-material (T&M) service orders for completed costs and scope of work; process invoices
in accordance with standard billing practices.
• Proactively follow up with customers after completion of service to ensure a high level of satisfaction with
the quality of work.

Qualifications:
• High school diploma or state-recognized GED required; Associate degree preferred
• Excellent organizational and interpersonal skills
• Ability to read and understand customer service contracts
• Familiarity or experience with HVAC, Fire Alarm, or Security systems preferred
• Proficient in Microsoft Office and business software systems (e.g., SAP)
• Good verbal and written communication skills in English
• Qualified applicants must be legally authorized for employment in the United States