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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