Job Summary

We are seeking a reliable and customer-focused IT Customer Service Representative / Dispatcher to serve as the first point of contact for our clients. This role is responsible for answering incoming calls, creating and managing service tickets, coordinating technician schedules, and providing administrative support to ensure efficient service delivery. The ideal candidate is organized, detail-oriented, and enjoys helping customers while working in a fast-paced technology environment.

Key Responsibilties

Customer Service & Dispatching

• Answer incoming phone calls, emails, and service requests from clients.
• Create, update, and prioritize service tickets in the company's ticketing system.
• Gather and document detailed information regarding technical issues and service requests.
• Dispatch and coordinate technicians based on priority, availability, and customer needs.
• Monitor ticket status and ensure timely follow-up with customers and technical staff.
• Provide exceptional customer service and maintain professional communication at all times.

Administrative & Back Office Support

• Perform light administrative and back-office duties as assigned.
• Maintain accurate customer records and service documentation.
• Assist with filing, data entry, and updating internal systems.
• Prepare reports and support operational workflows as needed.

Procurement & Quoting

• Assist with ordering and tracking technology equipment, software, and supplies.
• Coordinate with vendors regarding pricing, availability, and order status.
• Generate customer quotes and proposals for products and services.
• Ensure quote accuracy and maintain procurement records.

Job Qualifications

• High school diploma or equivalent required; associates degree preferred.

Proven customer service experience, preferably in a call center or retail

environment.

• Strong communication skills, both verbal and written.
• Excellent problem-solving and conflict-resolution abilities.
• Problem-solving abilities with a keen attention to detail.
• Team player with the ability to collaborate effectively with colleagues.
• Previous customer service, dispatching, administrative, or help desk experience preferred.
• Strong verbal and written communication skills.
• Excellent organizational and multitasking abilities.
• Proficiency with Microsoft Office and common business software.
• Ability to learn ticketing, CRM, and dispatching systems quickly.
• Strong attention to detail and problem-solving skills.
• Experience in an IT, MSP (Managed Service Provider), or technology environment is a plus.

Skills:

• Exceptional customer service skills with a strong focus on customer satisfaction.
• Ability to multi-task and handle high-pressure situations.
• Attention to detail and accuracy.
• Excellent communication and interpersonal abilities.
• Strong problem-solving skills and the ability to resolve customer issues.
• Proficiency in using relevant computer systems and software

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

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person