As a Dispatcher for you will provide Call Management System scheduling support to Customers, Service Delivery Team Members, Field Associates, and Business Management Team Members, sharing in the responsibility of meeting customer service performance expectations, as well as focused support on special projects for high visibility customers. This position needs to be a self-directed individual. This position will include evening and weekend hours.
• Proactively problem solving
• Escalating urgent service needs and Technician related issues & concerns to appropriate management team
• Participating in conference calls, and provide analysis of call volumes & high priority customers and known issues
• Monitoring real time operation of the Call Management System to ensure Service Level Agreement (SLA) is being met and all available Technicians are actively assigned to calls
• Continuously monitoring "white space " on the Call Management System to ensure maximum productivity of Technicians
• Continuously monitoring for duplicate calls and bundling as required
• Monitor and coordinate part ordering and shipment with Technician and schedule call accordingly
• Monitor and escalate incomplete calls until resolved
• Responsible to dispatch calls to Flex Labor Partners and monitor to completion
• Responsible for marking Technician unavailability on the Call Management System chart for emergency situations as per standardized documentation and making Business Team aware of those occurrences
• Reviewing call lists; determining initial urgency and scheduling appropriately through interface with Technicians, Business Team, and customers
• Utilizing team/geography knowledge to improve resource efficiencies
• Documenting customer dissatisfaction and field issues and provide to Business Team for appropriate action
• Documenting customer satisfaction and recognition of Technicians for good performance
• Contacting customers with estimated times of arrival as necessary
• All other duties as assigned
Addtional notes:
• Working varied shifts and weekends as scheduled.
• Minimal travel for business.
Qualifications:
• Needs to be a self-directed individual
• Must be able to handle multiple tasks at the same time without errors and mistakes
• Proficient in Microsoft and PC skills
• Ability to use logic and understand business efficiency
• Strong communication skills (oral/written), and ability to effectively interface with customers and suppliers at all levels.
• Works well in team environments.
• Associate degree preferred or relevant equivalent experience
• 1-3 years of experience in customer service and/or call center
Associates degree, preferred
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
