As a Dispatcher for you will provide Call Management System scheduling support to Customers, Service Delivery Team Members, Field Associates, and Business Management Team Members, sharing in the responsibility of meeting customer service performance expectations, as well as focused support on special projects for high visibility customers. This position needs to be a self-directed individual. This position will include evening and weekend hours.
Proactively problem solving
Escalating urgent service needs and Technician related issues & concerns to appropriate management team
Participating in conference calls, and provide analysis of call volumes & high priority customers and known issues
Monitoring real time 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
Monitor and coordinate part ordering and shipment with Technician and schedule call accordingly
Monitor and escalate incomplete calls until resolved
Responsible to dispatch calls to Flex Labor Partners and monitor to completion
Responsible for marking Technician unavailability on the Call Management System chart for emergency situations as per standardized documentation and making Business Team aware 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 provide to Business Team for appropriate action
Documenting customer satisfaction and recognition of Technicians for good performance
Contacting customers with estimated times of arrival as necessary
All other duties as assigned
Working varied shifts and weekends as scheduled. Qualifications:
Needs to be a self-directed 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
1-3 years of experience in customer service and/or call center Associates degree, preferred Nesco Resource and affiliates (Lehigh G.I.T Inc, and Callos Resource, LLC) is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.
- Business Efficiency
- Call Centers
- Customer Satisfaction
- Customer Service