Dispatcher / Customer Service Representative
Service Analyst / Supervisor Primary Duties: Take in-bound telephone calls; help manage on-site labor and troubleshoot and direct calls Create CRM Cases for use Monitor emails and queues to ensure all client requests being responded to in required times Dispatch Service Requests in a timely manner using Technicians, Certified Service Professions, Lift Vendors, and other business partners Negotiate and verify sub-contractor rates and terms Prepare work orders, purchase orders, orders equipment, and determine service delivery timelines Order lift rentals including delivery and pick up as needed Identify geographic areas where additional coverage is needed and expand business partner coverage in those areas Work with the Services Team to determine ratings for business partners Update Client / Systems with ETAs and Labor Progress / Activities Support Project Teams on roll-outs including creating cases and dispatching Manage asset inventory for partners including shirts, badges, etc. Secondary Duties Include: Review sub-contractor invoices for accuracy and work with finance specialists Check techs in and out, taking closure notes, and appropriately updating CRM, and other systems such as Service Center and Remedy Address problems / issues as they occur Regularly advise a Supervisor of areas of concern Develop and maintain communications in a cooperative and professional manner with all levels of staff, business partners, and customers Perform other work-related duties as assigned The following skills, knowledge and experience are required for this Dispatcher / CSR position unless noted otherwise: A High School Diploma or equivalent education Intermediate skills in MS Excel, Word, and Outlook Microsoft Word 30-40 WPM Microsoft Outlook - intermediate level for e-mail and organizational tracking tasks MS Office and Windows - ability to work within these systems and software Ability to read; analyze; and interpret business correspondence and basic data Superior customer service and communications skills, both written and verbal Superior documentation and follow-up skills Telecommunications knowledge of low voltage cabling, construction timelines, and current voice and data technology is a plus Customer Service experience in a call center, dispatch center, or telecommunications organization is a plus Strong organizational and problem-solving skills A strong desire to learn with the ability to handle tasks with minimal direction Ability to work under pressure, meets deadlines, and handles multiple tasks in a fast-paced environment while exercising self-control in client and schedule-driven situations Willing to go the extra mile to provide customer satisfaction to all stakeholders High level of integrity Work independently Strong self-awareness and continually exhibit development in this area Attention to detail Ability to follow instruction Ability to compromise when merited, as well as exercise good judgment Consistent, positive, and driven attitude towards work Excellent verbal and written communication skills Work outside of normal hours/ days as needed Proven interpersonal skills Ability to work outside of normal business hours
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