Customer Communication Dispatch II Coordinator- Part time/ Remote

About the position

Responsible for covering both Inbound Customer Calls and National Dispatch Support. When handling inbound calls, responsible for ensuring that all service calls are answered in a quick, timely manner, resolving the customer's request and providing a positive customer experience. When dispatching calls, responsible for monitoring the dispatch system to ensure the fastest response to a customer request, communicating with field personnel to make certain the response time is met. Proactive communication with field and peers across multiple channels including email, chat, and phone is required. Must be able to multi-task, show initiative, and support team members.

Responsibilities

• Answers a high volume of customer phone calls daily: Maintains minimum monthly average of calls per day in accordance with Department Goals.
• Completes incoming calls within average minimum published targets.
• Unavailable time not to exceed current published targets.
• Ability to successfully handle more difficult call types associated with high value accounts.
• Demonstrates proficiency in handling calls associated with a National Accounts.
• Attains 98% accuracy by verification of all customer information consistent with Dispatch Standards.
• All Billable calls are entered in accordance with applicable procedures outlined in Dispatch Standards for business units.
• Verification and updates of customer email addresses are consistent with published targets.
• Procedures as outlined in Dispatch Standards are followed for Territory Unserviceable and Third Party Requests.
• Administrative Duties are addressed in a timely manner: Time cards are completed accurately by due dates.
• Time off requests and forms are submitted in a timely manner as outlined by department rules.
• Reports to work on time daily.
• Performs Dispatcher duties as needed: Provides customers updates on arrival times as needed.
• Monitors customer service requests and field dispatch statuses.
• Communicates with Service managers, technicians and customers.
• Assists field managers with administrative functions.
• Triage, research, and forward emails, as needed.
• Monitor and follow up on response times for all branches.
• Monitors all branch boxes and schedules them accordingly.
• Monitors calls in jeopardy of missing SLA and reaches out to the on-call manager.
• Monitors tech's non-scheduled box a minimum of 2 times per shift.
• Communicates with next shift on any open items.
• Updates meters in accordance with current department policies.
• Acts as backup for special projects from management/admin team.
• Continuously monitors current Dispatch system to ensure every tech is assigned/dispatched to a call throughout the day.
• Reaches out proactively to technicians supporting after hours service to properly align resources to meet the customers SLA requirements.

Requirements

• HS Diploma, GED, or equivalent experience required.
• 2 to 4 years of related experience.
• Prior Dispatch or Call Taker Experience a Plus.
• Strong PC Literacy and Data Entry Skills.
• Ability to monitor and manage group E-Mail Boxes.
• Strong non-technical customer support and communication skills.
• Strong phone skills.
• Ability to fulfill customer expectations while monitoring operations and workflow in a timely manner.
• Ability to Multi-Task in a Fast Paced Environment.
• Demonstrates a willingness and is successful at working in a team environment.
• Demonstrates a positive work attitude both internally and externally.
• Responsible for covering the overnight shift, including weekend coverage.

Benefits

• Competitive compensation and benefits.
• Employee referral bonus.
• Employee discounts.
• Dress for Your Day attire program (casual is welcome, based on your job function).
• Volunteer opportunities to give back to our local community.
• Canon welcome kit and official merchandise.
• Medical, dental, vision insurance.
• 401(k) Savings Plan.
• Discretionary profit sharing.
• Discretionary success sharing.
• Educational assistance.
• Recognition programs.
• Vacation.