Job Description

Job Description

Forerunner Technologies, Inc.

Job Description

Job Title : Dispatcher / Call Center Receptionist

Department : Customer Service

Reports To : Director of Technical Services

Summary : Under general supervision, in a call center environment the Dispatcher / Call Center Receptionist will schedule technicians’ daily routes, answer incoming calls from customers, enter orders, answer inquiries and questions, handles complaints, troubleshoot problems and provide information.

Essential duties and responsibilities :

• Plans and dispatches technicians to assigned job sites.
• Answer calls and respond to emails.
• Enter customer orders
• Handle customer inquiries both telephonically and by email
• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information
• Update existing customer information
• Process orders, forms and applications
• Identify and escalate priority issues
• Route calls to appropriate resource
• Coordinate with Subcontractors.
• Process PO’s.
• Follow up customer calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs
• Produce call reports
• Other Duties and Responsibilities as assigned.

Computer Skills

• MS Office Suite (Word, Excel, and Power Point)
• Fieldpoint Experience
• Cherwell Experience a plus

Other Skills and Abilities

Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information , Multi-tasking

Supervisory Responsibilities :

This position has no Supervisory Responsibilities.

Competencies :

To perform the job successfully, an individual should demonstrate the following competencies :

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions;

Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills;

Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service;

Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting;

Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification;

Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs;

Presents numerical data effectively; Able to read and interpret written information.

• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback;
• Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives;

Supports everyone's efforts to succeed.

Leadership - Exhibits confidence in self and others; Accepts feedback from others; Gives appropriate recognition to others.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Conserves organizational resources.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically;

Upholds organizational values.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values;

Benefits organization through outside activities; Supports affirmative action and respects diversity.

Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions;

Includes appropriate people in decision-making process; Makes timely decisions.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.

• Planning / Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives;
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position;

Accepts responsibility for own actions; Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance;

Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions;

Uses equipment and materials properly.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation;

Able to deal with frequent change, delays, or unexpected events.

Attendance / Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments;

Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks;

Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work;

Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Qualifications : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and / or Experience

H.S. Diploma or Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and / or training;

or equivalent combination of education and experience.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Certificates, Licenses, Registrations

None required at this time, but subject to change.

Other Qualifications

None required at this time, but subject to change.

Physical Demands : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel;

reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear, The employee may be required to lift and / or move up to 10 pounds.

Work Environment : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually low to moderate.

Company Description

Founded in 1989, Forerunner Technologies Inc. has developed into a leading provider of telecommunications equipment and services to many prestigious customers from a variety of industries.

The company is dedicated to excellence in the implementation of technical expertise. Over the years, Forerunner Technologies Inc.

has built tremendous relationships with our customers by working closely to provide premium equipment and on-going services.

We take pride in the trust we have earned from our clients as we continuously exceed the high standards we are held to.

Our products and support offerings meet the needs of clients that range from small to large businesses and government facilities.

Attention to customer satisfaction and flexibility are some of the key strengths that keep us relevant in today’s ever-changing technological environment.

Whether your needs require a Unified Communications Solution, Contact Center solution, software, support, remote maintenance hardware, or managed care services, Forerunner Technologies Inc.

is the business partner of choice.

Our services range from total turnkey solutions to dedicated onsite support and parts-only contracts. The extensive flexibility we provide enables large organizations and small companies to effectively manage and maintain their voice and data networks.

Company Description

Founded in 1989, Forerunner Technologies Inc. has developed into a leading provider of telecommunications equipment and services to many prestigious customers from a variety of industries.

r n r nThe company is dedicated to excellence in the implementation of technical expertise. Over the years, Forerunner Technologies Inc.

has built tremendous relationships with our customers by working closely to provide premium equipment and on-going services.

We take pride in the trust we have earned from our clients as we continuously exceed the high standards we are held to. r n r nOur products and support offerings meet the needs of clients that range from small to large businesses and government facilities.

Attention to customer satisfaction and flexibility are some of the key strengths that keep us relevant in today’s ever-changing technological environment.

r n r nWhether your needs require a Unified Communications Solution, Contact Center solution, software, support, remote maintenance hardware, or managed care services, Forerunner Technologies Inc.

is the business partner of choice. r n r nOur services range from total turnkey solutions to dedicated onsite support and parts-only contracts.

The extensive flexibility we provide enables large organizations and small companies to effectively manage and maintain their voice and data networks.