Job Title: Dispatcher - Customer Service and Call Management Support Salary: $17 per hour Schedule: Sunday to Thursday, 2:30 pm - 11:00 pm (fully remote after training) Location: North Canton, OH Qualifications: Self-directed individual with the ability to handle multiple tasks simultaneously Proficient in Microsoft and PC skills Logical thinker with a keen understanding of business efficiency Strong communication skills (oral/written) with the ability to interface effectively with customers, suppliers, and team members Team player with the ability to thrive in collaborative environments Associate degree preferred or relevant equivalent experience 1-3 years of experience in customer service and/or call center Responsibilities: As a Dispatcher, you will: Proactively problem solve and escalate urgent service needs and technician-related issues to the appropriate management team Participate in conference calls, providing analysis of call volumes, high-priority customers, and known issues Monitor the real-time operation of the Call Management System to ensure Service Level Agreement (SLA) is met and all available technicians are actively assigned to calls Continuously monitor "white space" on the Call Management System for maximum productivity of technicians Monitor and coordinate part ordering and shipment with technicians, scheduling calls accordingly Escalate incomplete calls until resolved and dispatch calls to Flex Labor Partners, monitoring to completion Mark technician unavailability on the Call Management System chart for emergency situations Review call lists, determine initial urgency, and schedule appropriately through interface with technicians, business team, and customers Utilize team/geography knowledge to improve resource efficiencies Document customer dissatisfaction, field issues, and recognition of technicians for good performance Contact customers with estimated times of arrival as necessary Work varied shifts and weekends as scheduled with minimal travel for business Attention Employers! Seeking exceptional talent? We've got the solution: Share your job descriptions with us. Precision Matching: We'll pinpoint the perfect candidates. Time Saver: Fill crucial roles faster than ever. Showcase Your Brand: Attract top talent aligned with your mission. Partnership: We're your allies in successful hiring. Network Access: Tap into our extensive candidate pool. Confidentiality: Your needs are handled discreetly. Elevate your team today! Contact us to share your job descriptions and discover your next top performer. Send inquiries, resumes and cover letters to lexi@emeraldresourcegroup.com . Emerald Resource Group
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