Service Desk Scheduler

Summary of Job

The Service Desk Scheduler will work out of the Pregis Tulsa office to serve as the primary contact for all Field Technicians for Service, Installation and Preventive Maintenance work performed daily. Responsible to ensure completion and resolution of work orders on a daily. The Service Desk Scheduler will facilitate updates with field personnel, Sales, and Customers; monitor, declare, and report for all service classifications; service and installations call and taking appropriate actions to respond to complaints or questions accordingly. They will use a wide variety of communication systems to answer and respond to customer questions, including phones, email and chat. Service Desk Schedulers are typically in charge of supervising the drivers’ routes and the field units’ status to ensure the drivers’ schedule is efficient and productive.

Essential Functions and Responsibilities

• Scheduling and dispatching Field Techs to appropriate locations according to predetermined schedules, customer requests or immediate needs
• Relaying information such as work orders or other messages to and from Field Techs, Sales, or the Customer
• Using telephones, email, chat, or text messages to contact employees or other personnel.
• Speaking with supervisors or customers to resolve problems, requests for services for equipment.
• Preparing daily, weekly, or monthly work schedules
• Preparing work orders for Field Techs or receiving work orders from Field Techs
• Overseeing communications within company assigned territories.
• Keeping and organizing work order, customer requests, completed work orders, charges for work performed, expenses for services performed, part or inventory records for service calls and other information.
• Support, demonstrate and promote Pregis’ core values: integrity, collaboration, customer focus and innovation.
• Adheres to the highest standards of company safety programs, guidelines, rules, and regulations including all personal protective equipment (PPE) requirements
• Attends meetings and completes safety trainings as required.
• Performs other job-related duties as assigned.
• If requested, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job, absent undue hardship to the business.

Competency (Knowledge, skills, and abilities)

• Excellent communication skills to collaborate with others under any type of condition.
• Excellent clerical and organizational skills to keep track of schedules, routes, and personnel.
• Knowledge of computers for scheduling and other dispatching duties
• Ability to multitask with different, and sometimes conflicting, events happening at the same time.
• Ability to work under stress and remain calm and to calm other people during rapidly changing circumstances.
• Ability to relay information in a fast-paced environment.
• Proven experience as a dispatcher or relevant position
• Tech-savvy with knowledge of Field Workforce platforms (SAP ideal)
• Fast typing with experience in data entry
• Knowledge of procedures and guidelines for emergency situations
• Proficient in English (oral and written)
• Outstanding organizational and multitasking abilities
• Active listener with excellent communication skills
• Sound judgment and critical thinking

Education and Experience

• Minimum High school diploma or GED.
• 1-3 years’ experience in a similar role.

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