Job Description

Job Title: Customer Service/Dispatcher

Job Type: 12-month contract (possibility of extension)

Location: North Canton, OH 44720

Shift: Shift -7:00 AM-3:30 PM /10:30 AM-6:30 PM/2:30 PM-11:00 PM

Pay: $20/hr. on W2

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 06:30-01:30, 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

Responsibilities:

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 requests
Pay: $20.00 per hour

Expected hours: 40.0 per week

Work Location: In person