SERVICES ORDER DISPATCHER

INTRODUCTION:
Located in Fort Meade, Maryland, the core working hours for the Service Order Dispatcher are 7:00 am to 4:00 pm, Monday through Friday. The compensation is $27.29 per hour, plus overtime. A collective bargaining agreement governs this site. Must be able to pass and maintain a government security background check and possess a valid appropriate driver's license for the state of residence.

The Service Order Dispatcher (SO Dispatcher) receives records, and processes service orders, based on information called in from customers and facility managers. Types of services within the contract scope include but are not limited to HVAC, Electrical, Plumbing, Grounds, Maintenance, Carpentry, Engineering, Environmental/HAZMAT, etc.

At any given time, the SO Dispatcher will receive multiple calls within the scope of the contract, some considered emergencies, which will require multi-tasking, attention to detail, and a high level of professionalism when dealing with stressful situations. SO Dispatchers must maintain, update and record information and progress notes in Computer Maintenance Management Systems (CMMS), Maximo, and General Funding Enterprise System (GFEBS). Information for data entry includes but is not limited to name, address, description of repair/service requested, costs, if work is within the contract scope, special details related to the unique situation, etc. The SO Dispatcher is responsible for the accuracy and details entered in Maximo and GFEBS systems.

KEY RESPONSIBILITIES:
1. Receives service order requests telephonically and via service order emails/drop boxes. To include details derived from the requestor will be entered into the CMMS systems accurately and timely.
2. Receive and enter a high volume of data into multiple systems, monitoring for accuracy and correcting, as required.
3. Maintains professionalism to ensure high customer service is achieved. Immediately reports dissatisfied/upset customers to management.
4. Generates reports and uploads customer service feedback in CMMS systems.
5. Acts as a primary resource for callers, whether within the contract scope or outside. Work Control is the direct contact for all Directorate of Public Works activities.
6. Performs other duties as assigned.

PHYSICAL QUALIFICATIONS:
The incumbent must be able to sit 75% of the work time and stand 25% and must be able to lift/carry 10 pounds and push/pull 10 pounds. They must be able to speak or communicate with supervisors, staff, co-workers, customers, etc.

QUALIFICATIONS:
High school diploma or equivalent. Minimum two years of experience in the following areas: administration and data entry, call center, and customer service operations. Experience working in facilities repair and maintenance operations environment preferred. The candidate must demonstrate an understanding of the technical aspects of the facilities repair and maintenance industry. They must be able to pass multiple computer-based training modules, which are required to obtain GFEBS access and training. Must possess intermediate computer skills, including Microsoft Office, good organizational skills, and attention to detail. They must be able to multi-task and work in a fast-paced, high-volume work environment. Must possess excellent oral and written communication skills. Highly Desired: Specific knowledge of GFEBs (General Funding Enterprise System) and Maximo.