Ford Audio-Video designs, installs, rents and services professional sound, video, and lighting systems for businesses, churches, education, entertainment, government, performing arts centers and sporting venues. Established in 1973 by the present owners the company has offices in Oklahoma City, Tulsa, Dallas, Austin, Denver, Las Vegas and Houston. Recognized as one of the top contractors in the nation Ford has provided audio-video systems for many of the nation's top facilities including, the US House of Representatives, Caesars Palace, Houston Intercontinental Airport, Opryland, Mount Rushmore Visitor Center, Fiesta Texas Theme Park, INVESCO, Denver Bronco Stadium, Rockies Stadium, Panther's Ericcson Stadium, Denver Airport, Guam International Airport, Cyber Warfare Integration Center, and many others.


Responsible for monitoring all incoming calls, call documentation, history and reporting of calls for the Service Center.  Responsibilities will also include call triage, prioritization, technician dispatching and customer response.

JOB DUTIES / RESPONSIBILITIES:

• Set and maintain a high standard of customer service, productivity, quality, attendance and professionalism.
• Receive, schedule and clear service calls placed by external and internal customers.
• Update SC work schedule and timesheets on the SC work schedule daily.
• Verify time sheets correlate with work performed by Service Technicians and escalate to SCM when discrepancies are noted.
• Provide technical assistance and call avoidance routines to expedite service response and prevent unnecessary service calls. 
• Escalate return service call requests to SCM. 
• Perform triage of incoming service calls, inspect for correct billing information, and document relevant customer information.
• Maintain orderly workflow and complete required paperwork accurately and on time.
• Maintains a schedule for preventative maintenance visits and warranty inspections.

JOB REQUIREMENTS:

• Prior Experience with Service Dispatch and Scheduling
• Excellent Customer Relations Skills
• Experience Managing Inbound/ Outbound Calls 
• Excellent Verbal and Written Communication Skills
• Good Organizational Skills
• Assertive and Decisive          
• Advanced PC Skills (MS Office)

RECOMMENDED SKILLS:

• Prior Experience in Commercial Audio/Video