Job Details

POSITION SUMMARY:

Responsible for answering service calls and dispatching in-house maintenance personnel and outside vendors to restaurants to ensure timely, accurate resolution of restaurant equipment and facility problems in a professional manner.

KEY DUTIES/RESPONSIBILITIES:

• Receives and records calls from restaurant personnel for facility services maintenance requests; prioritizes and evaluates each service request; assigns work requests in-house or to an approved outside vendor; dispatches and monitors the activity of facility service technicians; responds to and schedules special project requests in a timely manner; provide special project vendor bids to facility services staff as needed. Maintains computer database of work orders and outside services rendered using FSIS(Corrigo); closes work orders, recording detailed information regarding the service call; verifies completion of work with restaurants. May be required at times to drive company or personal vehicle to restaurants on an as needed basis for business. Troubleshoot with restaurant operations on facility problems requiring service.
• Informs Director of Facilities regarding emergency calls and recurring equipment problems.
• Processes invoices for payment ensuring proper accounting codes assignment; verifying accuracy of information supplied; informs disbursements accounting of any outside account's problems; evaluates Capital Consideration on closed work orders using property accounting department guidelines.
• Maintains and generates schedules for facility services and distributes appropriately; Verify technician timesheets; provides data in various documentation forms (e.g. presentations, memos, e-mail, etc.) for facility services staff as needed; handles warranty issues; maintains required documentation to ensure approved vendor status for Human Resources; informs region of current outside vendors; trains new staff members proper work order completion and dispatch procedures along with Director of Facilities; maintains office supplies and ensures office equipment is maintained.

• Internal: Restaurant Operations, Facility Services Management and Maintenance Staff, Office building.
• External: Service Vendors.

• Customer Service: Is passionate about providing excellent customer service; treats customers with care and respect; interacts effectively with diverse groups of people and does not have or display any biases; strives to exceed customer expectations; follows up with customers regularly; ensures every caller's questions and/or concerns are handled in an expedient, professional, and friendly manner.
• Interpersonal: Communicates effectively and efficiently with all levels and groups; uses a clear and professional tone; exhibits good written communication skills; interacts effectively with restaurant operations and maintenance personnel; is a team player; is patient and positive with others; handles conflict or complaints with diplomacy and tact; listens effectively.
• Work Ethic/Adaptability: Ability to respond to a large number of calls; displays a calm demeanor under pressure; willingly accepts responsibility; demonstrates a "can do " attitude; takes proactive action to achieve goals; works with team to influence success of Facility Services. Able to prioritize work and handle multiple tasks at one time. Self-starter that can work without direct supervision. Ability to work flexible hours including one Saturday monthly.
• Commitment: Enjoys working in a fast-paced, high energy, and service-oriented environment; models behaviors which support Company values; demonstrates the ability to comply with Company standards; works effectively in a team-focused environment to achieve overall results; willingly accepts feedback from management and other team members.
• Business Management: Demonstrates ability to dispatch appropriate maintenance staff and vendors based on the nature of the service call; creatively matches resources to problem; ability to perform accurate data entry while managing incoming service calls; job performance is well organized; demonstrates attention to detail; exhibits good problem solving skills; ability to assist callers in identifying problems by following standardized troubleshooting procedures; demonstrates general computer proficiency.

• Education - High school diploma required.
• Other Requirements: Driver's License
• Experience - 2-3 years customer service experience or 2-4 years of being a dispatcher with working on Dispatching software and supervisory experience preferred.
• Skills/Knowledge/Abilities - General knowledge of geography of assigned region and excellent organization skills. Requires good oral English communication skills (bi-lingual skills, English/Spanish helpful). Working knowledge of personal computers, spreadsheet, and database applications in a Microsoft Windows environment (Microsoft Office products). • General handyman knowledge in electrical, plumbing, roofing, tile, hot and cold appliances (toasters, coffee machines, etc.) preferred.
• Physical Requirements - Ability to speak/hear clearly in person and on the telephone. Ability to type on a computer keyboard. Work is typically sedentary but may require standing and walking approximately 10%-15% of the time.

• None