Dispatcher Job at Emerald Resource Group, North Canton, OH

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  • Emerald Resource Group
  • North Canton, OH

Job Description

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!

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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

Job Tags

Hourly pay, Immediate start, Flexible hours, Shift work, Weekend work, Sunday,

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