Dispatcher
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Salary Not Disclosed
1 Vacancy
Job Description
Job Title: Dispatcher Customer Service and Call Management Support
Salary: $17 per hour
Schedule: Sunday to Thursday 2:30 pm 11:00 pm (fully remote after training)
Location: North Canton OH
Qualifications:
- Selfdirected individual with the ability to handle multiple tasks simultaneously
- Proficient in Microsoft and PC skills
- Logical thinker with a keen understanding of business efficiency
- Strong communication skills (oral/written) with the ability to interface effectively with customers suppliers and team members
- Team player with the ability to thrive in collaborative environments
- Associate degree preferred or relevant equivalent experience
- 13 years of experience in customer service and/or call center
Responsibilities:
As a Dispatcher you will:
- Proactively problem solve and escalate urgent service needs and technicianrelated issues to the appropriate management team
- Participate in conference calls providing analysis of call volumes highpriority customers and known issues
- Monitor the realtime operation of the Call Management System to ensure Service Level Agreement (SLA) is met and all available technicians are actively assigned to calls
- Continuously monitor white space on the Call Management System for maximum productivity of technicians
- Monitor and coordinate part ordering and shipment with technicians scheduling calls accordingly
- Escalate incomplete calls until resolved and dispatch calls to Flex Labor Partners monitoring to completion
- Mark technician unavailability on the Call Management System chart for emergency situations
- Review call lists determine initial urgency and schedule appropriately through interface with technicians business team and customers
- Utilize team/geography knowledge to improve resource efficiencies
- Document customer dissatisfaction field issues and recognition of technicians for good performance
- Contact customers with estimated times of arrival as necessary
- Work varied shifts and weekends as scheduled with minimal travel for business
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Employment Type
Hourly
