Job Title: Dispatcher - Customer Service and Call Management SupportSalary: $17 per hourSchedule: Sunday to Thursday, 2:30 pm - 11:00 pm (fully remote after training)Location: North Canton, OHQualifications:
- Self-directed 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
- 1-3 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 technician-related issues to the appropriate management team
- Participate in conference calls, providing analysis of call volumes, high-priority customers, and known issues
- Monitor the real-time 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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