Job Description

Job Description

Job Description

Job Summary:

As a Dispatcher for our Client, you will provide Call Management System scheduling support to Customers, Service Delivery Team Members, Field Associates, and Business Management Team Members. You will share in the responsibility of meeting customer service performance expectations and provide focused support on special projects for high visibility customers. This position requires a self-directed individual and includes evening and weekend hours. Remote near North Canton, Ohio.&

Key Responsibilities:

• Proactively problem solving

• Escalating urgent service needs and Technician related issues concerns to appropriate management team

• Participating in conference calls and providing analysis of call volumes, high priority customers, and known issues

• Monitoring real-time operation of the Call Management System to ensure Service Level Agreement (SLA) is being met and all available Technicians are actively assigned to calls

• Continuously monitoring "white space" on the Call Management System to ensure maximum productivity of Technicians

• Continuously monitoring for duplicate calls and bundling as required

• Monitoring and coordinating part ordering and shipment with Technician and scheduling calls accordingly

• Monitoring and escalating incomplete calls until resolved

• Dispatching calls to Flex Labor Partners and monitoring to completion

• Marking Technician unavailability on the Call Management System chart for emergency situations as per standardized documentation and informing the Business Team of those occurrences

• Reviewing call lists, determining initial urgency, and scheduling appropriately through interface with Technicians, Business Team, and customers

• Utilizing team/geography knowledge to improve resource efficiencies

• Documenting customer dissatisfaction and field issues and providing to Business Team for appropriate action

• Documenting customer satisfaction and recognizing Technicians for good performance

• Contacting customers with estimated times of arrival as necessary

• Performing all other duties as assigned

Required Qualifications:

• Needs to be a self-directed individual

• Must be able to handle multiple tasks at the same time without errors and mistakes

• Proficient in Microsoft and PC skills

• Ability to use logic and understand business efficiency

• Strong communication skills (oral/written) and ability to effectively interface with customers and suppliers at all levels

• Works well in team environments

• Associate degree preferred or relevant equivalent experience

• 1-3 years of experience in customer service and/or call center

Preferred Qualifications:

• Associate degree preferred

Additional Notes:

• Working varied shifts and weekends as scheduled

• Minimal travel for business

Education: & High School

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