Dispatcher II - Onsite - Philadelphia, PA

Responsibilities

• Interacts with providers to provide information in response to inquiries from Transportation Providers regarding members, services, handling and resolving complaints.
• Schedules, modifies and cancels reservations as requested.
• Obtains and documents details of any complaints being filed.
• Ensures accurate trip data input.
• Refers unresolved customer grievances to designated department for further investigation and resolution.
• Attends all required meetings.
• Supports and ensures all company policies and procedures are maintained.
• Participates in trip corrections, mileage/cost adjustments, cancellations, and inserting retro trips.
• Provides support to staff in pursuit of excellent customer service.
• Affords assistance with coordinating escalation procedures.
• Negotiates cost of trips outside of contractual agreements.
• Answers Transportation Provider line.
• Participates in other projects or duties as assigned.

Requirements

• High School Graduate or General Education Degree (GED) required.
• One (1) plus years of contact center experience or customer service experience with heavy phone volume and data entry preferred.
• Or equivalent combination of education and/or experience.
• Strong verbal and written communication skills, with a friendly customer-focused demeanor.
• Excellent active listening skills to understand customer needs and concerns.
• Basic computer proficiency and familiarity with Microsoft Word, Excel, and Outlook.
• Ability to work independently or within a team.
• Ability to remain calm and composed under pressure while handling customer inquiries and resolving issues.
• Ability to handle heavy phone volumes, while always maintaining a polite and courteous manner.
• Demonstrates sincere personal commitment to producing high quality work.
• Detail-oriented with good organizational skills to manage customer information accurately.
• Positive and enthusiastic attitude with passion for delivering exceptional customer experiences.
• Promotes a positive working environment.
• Ability to quickly learn new technology and process.
• Must be able to understand and follow complex instructions.
• Ability to accurately type.

Qualifications

• Must be able to understand and follow complex instructions.
• Must be able to accurately type.

Skills

• Customer Service
• Communication
• Data Entry
• Phone Volume Handling
• Customer Complaint Resolution
• Team Collaboration
• Problem Solving

Benefits

Not specified.

Pay

$16.36 - $20/hr

Schedule

Not specified.