What are the responsibilities and job description for the Dispatcher - Customer Service position at Pinnacle Technology Services?
Job Summary:
this position will feature eight hour shifts ranging anywhere from 0630-0130, possibly including nights and weekends. Overtime will be available and occasionally assigned mandatorily depending on business needs.
* Monitoring real time operation of the Call Management System to ensure Service Level Agreement (SLA) is being met and all available Customer Service Engineers (CSEs) are actively assigned to calls - Continuously monitoring white space on the Call Management System to ensure maximum productivity of CSEs
* Responsible for marking CSE unavailability on the Call Management System for emergency situations as per standardized documentation and making Business Team aware of those occurrences
* Reviewing call lists; determining initial urgency and scheduling appropriately thru interface with CSEs, Business Team, and customers
* Utilizing team/geography knowledge to provide feedback to Business Team to improve resource efficiencies
* Participating in conference calls as required
* Escalating urgent service needs and CSE-related issues and concerns to appropriate management team
* Assisting in training new Call Management Coordinators in using the Call Management System
* Processing Customer escalation requests for update on service (i.e. ETA’s/part updates/appointment request confirmation/etc.)
* Contacting customers with estimated times of arrival as necessary
* Supporting Field Technicians via phone calls and email request.
Comments/Special Instructions:
These positions are 100 % on site at a new location in North Canton, OH 44720
Additionally, these positions will feature eight hour shifts ranging anywhere from 0630-0130, possibly including nights and weekends. Overtime will be available and occasionally assigned mandatorily depending on business needs. Training will consist of two weeks, the first week may be 0800-1630 while the second week may mirror whatever their long-term schedule will look like.
Training will consist of two weeks, the first week may be 0800-1630 while the second week may mirror whatever their long-term schedule will look like.
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. This position is for evenings and weekends. Some essential functions of this position include:
Qualifications:
* Customer Service Experience
* Reliable and dependable
* Ability to use logic and understand business efficiency
* Demonstrate the ability to communicate (oral/written) effectively, interface with customers and function well within a team environment
* Microsoft Word and Excel skills
* Ability to learn new systems/software in above average time frame
* Associate's degree preferred
* Experience in customer service, banking, call center, field service or high volume production scheduling required
Job Types: Contract, Temporary
Pay: $17.00 per hour
Expected hours: 40 per week
People with a criminal record are encouraged to apply
Experience:
- Dispatching: 2 years (Required)
Ability to Commute:
- North Canton, OH 44720 (Required)
Work Location: In person
Salary : $17
