Customer Communications Coordinator Dispatch II PT

About the role

Responsible for covering both Inbound Customer Calls and National Dispatch Support. When handling inbound calls, responsible for ensuring that all service calls are answered in a quick, timely manner, resolving the customer's request and providing a positive customer experience. When dispatching calls, responsible for monitoring the dispatch system to ensure the fastest response to a customer request, communicating with field personnel to make certain the response time is met. Proactive communication with field and peers across multiple channels including email, chat, and phone is required. Must be able to multi-task, show initiative, and support team members.

Responsibilities

• Maintains minimum monthly average of calls per day in accordance with Department Goals.
• Completes incoming calls within average minimum published targets.
• Unavailable time not to exceed current published targets.
• Demonstrates proficiency in handling calls associated with a National Accounts.
• Attains 98% accuracy by verification of all customer information consistent with Dispatch Standards.
• All Billable calls are entered in accordance with applicable procedures outlined in Dispatch Standards for business units.
• Verification and updates of customer email addresses are consistent with published targets.
• Procedures as outlined in Dispatch Standards are followed for Territory Unserviceable and Third Party Requests.
• Administers administrative duties in a timely manner: Time cards are completed accurately by due dates. Time off requests and forms are submitted in a timely manner as outlined by department rules. Reports to work on time daily.
• Provides customers updates on arrival times as needed. Monitors customer service requests and field dispatch statuses. Communicates with Service mgrs., technicians and customers. Assists field managers with administrative functions.
• Miscellaneous Emails - Triage, research, and forward emails, as needed. Response Times - Monitor and follow up on response times for all branches. Monitors all X branch boxes and scheduling them accordingly. Monitors calls in jeopardy of missing SLA and reaching out to the on call manager. Monitors tech's non-scheduled box a minimum of 2 times per shift. Watches for call types 1, 3 and X call types. Reviews and checks OFS notes to verify if immediate service is needed. Communicates with next shift on any open items. Updates meters in accordance with current department policies. Acts as backup for special projects from management/admin team. Continuously monitors current Dispatch system to ensure every tech is assigned/dispatched to a call throughout the day. Seeks input from the manager as needed. Reaches out proactively to technicians supporting after hours service to properly align resources to meet the customers SLA requirements.

Qualifications

The Skills & Expertise You Bring
HS Diploma, GED, or equivalent experience required, plus 2 to 4 years of related experience.
Prior Dispatch or Call Taker Experience a Plus.
Strong PC Literacy and Data Entry Skills.
Ability to monitor and manage group E-Mail Boxes.
Strong non-technical customer support and communication skills.
Strong phone skills.
Able to build customer rapport and minimize escalations.
Able to fulfill customer expectations while monitoring operations and workflow in a timely manner.
Able Multi-Task in a Fast Paced Environment.
Demonstrates a willingness and is successful at working in a team environment.
Demonstrates a positive work attitude both internally and externally.

Skills

Must be able to multi-task, show initiative, and support team members.

Benefits

Not specified

Pay

$17.57-26.31 hourly

Schedule

Hybrid - Part-time position with a hybrid work schedule requiring you to be in the office three company designated days a week and an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days).