Customer Operations Specialist - Dispatching

MCA, your trusted advisor for wireless communications, data, and security services, is seeking a Customer Operations Specialist for our Lawrenceville , GA , location to support our fast-growing MSS division.


MCA seeks team members who share our values: service, growth, teamwork, and safety. As a Military Friendly Employer, we welcome veterans, with over 250 already on board. Join us and become part of the MCA family, where we prioritize both work and enjoyment. We offer competitive compensation and benefits such as Medical, Dental, Vision, 401K, PTO, Holiday Pay, Education Incentives, and more.

WHAT YOU WILL BE DOING:

• Serves as a customer service role model for others.
• Able to resolve customer service issues with little to no supervision.
• Establish relationships with major customers and vendors out of their locations.
• Assist all customers in a professional manner. First point of contact to greet customers and visitors.
• Assisting with answering and assessment of inbound customer requests for service and installation.

• Keeping technicians and installers aware of work they are scheduled to perform.
• Contacting techs/installers the first thing every morning to ensure they are or have responded as scheduled.
• Contacting customers no less than one hour or more than 24 hours prior to the time a tech/installer is to arrive on site.
• Preparing, maintaining, and closing work orders for scheduled service work.
• Following up with the techs/installers as necessary to determine progress of the scheduled task.
• Scheduling P/M's or assisting in other areas when a tech/installer has idle time.
• Contacting customers within one week to inquire about their satisfaction with the services they received and report any negative responses immediately to service management.
• Closing and invoicing all zero-dollar work tickets.
• Assisting in reviewing status of repaired equipment and assigning returns to customers.
• Assisting with inventory control and field parts requests.

WHAT YOU WILL BRING TO THE TEAM:

• 3-7 years experience in customer operations or related fields, such as
  • Customer service
  • Scheduling/Dispatch
  • AP/AR (Collections, setting up billing, etc.)
  • Purchasing
  • Shipping/Receiving
  • Inventory
  • Radio program and troubleshooting

• Must possess a High School Diploma or GED (Associate Degree Preferred).
• Must possess excellent knowledge and experience using Microsoft Office Products inclusive of Microsoft Word, Microsoft Excel, and Outlook.
• Must be able to interact and communicate professionally in both spoken and written form within all levels of the organization.
• Ability to succeed in an often fast-paced environment, establish priorities, work independently, and proceed with objectives without supervision.
• Strong organizational and administrative skills. Detail oriented.
• Discreet and able to handle confidential and proprietary information appropriately.
• High level of integrity.
• Background in accounts receivable and purchasing is a plus.
• Experience in an office setting is preferred.

YOUR ENVIRONMENT AND PHYSICAL REQUIREMENTS:

The physical environment requires the employee to work inside.

While performing the duties of this job, the employee is required to frequently stand, walk, sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear; lift (overhead, waist level) from the floor, bending, frequently utilize near vision use for reading and computer use; occasionally move equipment weighing up to 15 pounds, and frequently position self to maintain computers or other equipment as needed.

TRAVEL REQUIREMENTS:

Travel as necessary to support company and customer needs.


DIRECT REPORTS:

No Direct Reports


WHO WE ARE

Mobile Communications America, Inc. (MCA) provides wireless communication, data, and security solutions that enhance workplace safety, security, and efficiency nationwide. Customers trust us to provide a portfolio of turn-key systems, products, and services - including two-way radio communications, vehicle uplift, security video and access control systems, BDA/DAS, remote monitoring, GPS tracking, SCADA, dispatch, mass notification, and point-to-point wireless networks. Our more than 60,000 customers span industries such as public safety, commercial, manufacturing, education, healthcare, utilities, and government. In addition to being the largest Motorola partner in the U.S., MCA has strategic partnerships with over 1,000 major manufacturers to offer an extensive portfolio of products and technologies.


WHAT WE BELIEVE

We are better together through the MCA Way: living our core values of Service First, Growth, Teamwork, and Safety. We take our work and customers seriously and believe our best work can be fun. A component of our business that embodies the MCA advantage is our "Service First DNA" culture. Service isn't just a motto for MCA, it's an integral part of who we are and goes beyond our customers to our employees, partners, shareholders, and communities.


NOTE: The above statements describe the general nature and level of work performed by the person assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, and physical demands required of personnel so classified. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.


Mobile Communications America, Inc. is proud to be an Equal Opportunity workplace and is an Affirmative Action employer. We are committed to creating an inclusive environment that celebrates diversity. At MCA, we are "better together."

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