Service Coord Rep (III)

About the role

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. NCR Atleos, the world's leader in ATM deployment and operations, is seeking a Dispatcher to join our team to support our customers in Central and Atlantic Canada. We operate under a relentless commitment to remain the best in class and provide high quality service to our customers. We achieve this by adhering to a high standard of excellence that is exemplified from our senior management throughout the entire organization. This is an exciting opportunity for individuals who thrive in roles where planning, organization, communication and customer service skills are utilized on a daily basis. Reporting to the Head of Service Support & Automation, the Dispatcher manages the dispatching responsibilities for their assigned territory. This individual will work with the service, administrative and warehouse teams to ensure efficient and timely service delivery. When needed, the Dispatcher assists other dispatchers, helping handle their territory. This individual acts as a key member to support our customers and Service Technicians, liaising communication between our Customer Service Representatives and our field team.

Responsibilities

• Navigate our dispatching system, opening and coordinating service calls with Service Technicians.
• Utilize Remote Monitoring Software to obtain insights into the ATMs status and monitor for any service issues within the various portfolios.
• Provide purchase orders to Service Technicians and update accordingly when work is completed.
• Conduct status update calls with Service Technicians throughout the day, helping coordinate to resolve issues and logging information into appropriate systems.
• Coordinate with various department representatives to ensure customer needs are met, in a timely manner.
• Manage service queues to ensure that all calls opened are updated and closed off, or escalated.
• Escalate any service delay issues to the respective Service Supervisor.
• Respond to customer’s needs when contacted directly, and provide updates to customers on the status of their service calls.
• Other assigned duties, as necessary.

Qualifications

Education & Training: Secondary School Diploma, with preference for College or University Degree, concentrating in Business Administration.

Experience: At least 2 years in a dispatch role, dispatching at least 7 to 10 employees. At least 2 years in a customer service role. Experience in the Financial Services and Technology industry, an asset.

Skills

• High competency in Microsoft Applications, including: Word, Excel, and Outlook.
• Bilingual in English and French preferred, both verbal and written.
• Knowledge of customer service best practices and demonstrated sound customer service and conflict resolution skills.
• Pays attention to detail.
• Astute communication skills, both verbally and in writing.
• Team-focused individual with excellent interpersonal skills, friendly persona, and ability to foster relationships with others.
• Strong time management skills and ability to prioritize.
• Uses sound judgement, a skilled problem-solver and ability to make decisive decisions.
• Ability to remain calm under pressure and work in a fast-paced environment.
• Ability to learn database management systems quickly and navigate complex systems with ease.

Offers of employment are conditional