Overnight Call Center Coordinator

This is an overnight, 100% remote position. You must be able to come into the Des Moines office for training.

Schedule

Monday, Tuesday, Wednesday: 7:00 PM - 6:00 AM

About the role

Acts as a first escalation point for clients by answering service calls and inquiries. Provides assistance in a friendly and professional manner and dispatches service technicians to meet client requirements.

Responsibilities

• Client Service: Answers all incoming telephone calls while maintaining good client relations and providing clear communication to all external and internal clients. Ensures all work orders entered have all relevant information necessary.
• Emailed Work Orders: Enters emails received in the inbox. Uploads all emailed work orders into the system. Forwards all emailed updates to the appropriate party so all necessary parties can schedule and make changes accordingly.
• Dispatching: Coordinates with technicians and branch personnel to schedule work and manpower after hours and on all holidays. Dispatches the appropriate technician to the appropriate service call. Updates the dispatch board continuously and maintains the call schedule according to order of importance, keeping in mind the location of both the service site and the available technicians. Ensures the unassigned grid is clear at the end of assigned time.
• Dispatch Board Maintenance: Updates the dispatch board continuously and maintains the call schedule according to order of importance, keeping in mind the location of both the service site and the available technicians. Ensures the unassigned grid is clear at the end of assigned time.

Requirements

• Previous coordinating and dispatching or inbound call center experience preferred.
• High School Diploma/GED.

Benefits

• Paid holidays
• Health, dental, and vision insurance
• Growth potential with a stable company
• Paid vacation
• Health club reimbursement
• Wellness plan with lifestyle spending account
• 401k with company match and profit-sharing
• Continuing education and advancement opportunities
• Tuition reimbursement
• Term, AD&D, and Dependent Life insurances
• Prepaid Legal