Job DetailsJob LocationNiantic - Niantic, CTSalary Range$17.00 - $19.00 HourlyDescriptionTelaid is a provider of technology deployments solutions to multi-site clients. For over 40 years Telaid has been the technology partner of choice for enterprise clients that want to accelerate technology adoption and drive positive business outcomes through scalable, repeatable programs. Telaid understands the critical need to integrate emerging technologies quickly and precisely. Everything we do is designed to help our customers deploy and manage technologies efficiently and cost effectively. Telaid has an unprecedented ability to execute complex, large scale technology projects on time, and on budget. Our Core Values are - Be Proactive, Be a Team Player, Take Ownership & Do the Right Thing Summary The Dispatcher provides customer service in a call center environment to our clients, field technicians, and internal customers within our Service Delivery Call Center. This role requires strong organizational, multi-tasking, prioritization, customer service, and computer skills. You are a detail orientated person who can multi-task and have the drive to successfully complete tasks independently in a fast-paced environment. You can problem solve, recommend, and implement solutions to our clients, field technicians and internal customers that are in alignment with our Vision, Annual Goals, and Core Values. Primary Duties
- Resource field technicians to support service and project teams, especially those which require specific skills, licenses, or experience and training.
- Perform all dispatching responsibilities in selling work orders (WOs) to field technicians:
- Perform outbound calls to sell tickets not sold via the automated work order invite process.
- Document all sell activity/efforts in the system (calls, emails, etc.)
- Understand the scope of work of assigned jobs and effectively communicate client requests to technicians.
- Retain knowledge about specific clients or projects you are supporting.
- Support all aspects of project and rollouts (scheduling, creating routes, pre-sell activities, etc.).
- Manage labor spend to the set field labor budget or below for your assigned tasks and escalate if at risk or exceeding set thresholds.
- Advocate for technicians to adopt and correctly utilize Telaid's labor platform including addressing emails, phone calls, and questions about the program adoption.
- Assist Compliance Department with identification of new field technicians to support service and project teams, especially those that require specific skills, licenses, or experience and training.
- Report updates into Partner Relations on information gathered from technicians to keep profiles updated in the system (assists with accuracy of Labor Clouds and Rings).
- In escalated situations with technicians, engage Partner Relations via the Evaluation Process.
- Learn and maintain advanced user standards of proficiency levels within systems (ServiceNow, labor platforms, and additional relevant software)
- Exhibit professional correspondence in a tactful, diplomatic, and honest manner with all levels of staff, field technicians, and customers.
- Perform other work-related duties as assigned by management.
QualificationsWork Experience & Education
- High School Diploma or equivalent
- Moderate to advanced proficiency in Microsoft Office Suite (Excel/Word/Outlook)
- 1-3 years of customer service experience.
- A background in technical support is preferred.
Personal Attributes
- Superior customer service skills.
- Excellent oral and written communications skills.
- Possess a pleasant, yet assertive telephone personality with good listening skills.
- Ability to develop and maintain strong client and technician relationships.
- Ability to multi-task effectively.
- Strong problem-solving skills with the ability to dive deeply and understand business problems to provide accurate solutions.
- The ability to handle stress and exercise self-control in client and schedule-driven situations.
- Ability to work well under pressure.
- Excellent organizational skills, able to set priorities, and responsive to customer requests.
- Demonstrates business knowledge, perspective, and ethical behavior.
- Highly self-motivated and enthusiastic.
- Team player with strong level of collaboration and coordination skills, able and willing to foster an environment of teamwork, support and promote Telaid's Core Values to be practiced within Service Delivery team.