Field Services Dispatcher/Customer Service

Pilot Services, based on Naperville, IL is growing and looking for a new team member for our dispatch/customer service group. We've been in business since 1998.

Pilot Services dispatches field service technicians throughout the country to perform network installation services for companies across the country. We have experienced great growth over the past few years and have offices in Naperville, IL and Tucson, AZ.

Representatives in this position are responsible for dispatching techs utilizing our dispatch system, escalating onsite issues and closing out tickets. This is an ideal position for someone just getting started in IT.

A successful candidate will have:

• Excellent verbal and written communication skills
• Outstanding customer service skills
• Great listening skills
• Ability to work with colleagues across the country and the world
• The ability to learn, work and train in a fast-paced environment
• Experience in technology or telecommunications is a recommended

Responsibilities:

• Pre-call all sites 24 hours prior to dispatch to confirm a tech will be on site the following day
• Utilize our cloud-based dispatch system to locate and schedule technicians for installations, site surveys and equipment de-installations/retrievals. This requires the ability to understand the scope of work and assign technicians based on order requirements.
• Escalate any on-site issues to the client
• Assist the technician with any onsite issues
• Provide high levels of customer service to clients and technicians
• Ensure technicians arrive on site per their scheduled time
• Checkout technicians from site and provide closure information
• Other duties as assigned

This position requires the ability to use Microsoft Office, email, chat, Autotask, and requires excellent customer service and phone skills. The ideal candidate will have excellent typing skills and the ability to multi-task and prioritize in our fast-paced environment.

Job Type: Full-time: (9:30am-6pm Central) M-F + 1 weekend/night coverage every 4-5 weeks

Required experience: Dispatching/Help Desk/Customer Service: 1 year

Required education:

• Associates degree or equivalent experience

We work hard and play hard at Pilot Services. We are a small company with a very casual workplace and a family-owned culture. We also offer the ability to work from home 2-3 days per week after training is complete. We offer a competitive salary, health care, and a 401k with matching contributions.

If you are up for a challenge and have the energy to keep up with us, we'd love to have you join our team!

Job Type: Full-time

Pay: $35,000.00 - $45,000.00 per year

Benefits:

• 401(k) matching
• Health insurance
• Paid time off

Experience:

• Dispatching: 1 year (Required)

Work Location: Hybrid remote in Naperville, IL 60540