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 selfdirected 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 realtime 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 selfdirected 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
13 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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Remote Dispatcher
