Dispatcher

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:

• 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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