Dispatch Coordinator II

About the role

Maintains efficient customer service operations by monitoring dispatch requests and dispatching technicians. Communicates with Service Managers, Technicians, and customers as needed. Serves as a backup inbound call taker as needed.

Responsibilities

• Maintains efficient customer service operations by monitoring dispatch requests and dispatching technicians.
• Communicates with Service Managers, Technicians, and customers as needed.
• Serves as a backup inbound call taker as needed.
• Provides outstanding service to customers calling the dispatch team for service.
• Responds to routine customer inquiries via live call or Email as needed.
• Provides follow through on any special customer needs in a timely manner.
• Handles escalated situations.
• Follows established work procedures on routine tasks, and makes recommendations regarding customer issues when applicable.
• Balances workloads to meet customer service level agreements.
• Contacts customers with updated estimated time of arrivals as needed.
• Coaches peers to improve response times and deliver exceptional customer experience.
• Provides optimization feedback (systems, process) to leadership as needed.
• Performs stress testing and user acceptance testings as needed to fully vet new systems enhancements.

Requirements

High school diploma, GED, or equivalent experience required, plus 2 to 4 years of related experience. Associate's degree or equivalent required. Some college preferred. Related experience preferred.

Qualifications

Strong verbal and written communication skills. Proficient in MS Office, strong attention to detail, organized and able to multitask. Ability to problem solve and handle escalations.

Skills

Ability to work flexible hours, including occasional overtime and out-of-office hours as needed.

Benefits

See company overview for details.

Pay

$17.57 - $26.31 hourly.

Schedule

Hybrid - Full-time position with a hybrid work schedule requiring you to be in the office three 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).