Dispatcher, After Hours

General Job Description : Under the direction of the Business Processes Manager, this position acts as the primary customer interface by receiving all after-hour calls and maintaining an accurate scheduling system and maintaining the customer and technician communication systems.

Supervises : N / A

Essential Duties & Responsibilities

• Provide exceptional customer service to internal and external customers by conducting intake and assessing the nature of the call, assigning and dispatching the call to a service technician and documenting the disposition and resolution on the system and monitoring call status in real time.
• Placing timely requests for service as requested by customers
• Identify the nature of the call by collecting necessary and relevant details.
• Assess and assign service calls to the appropriate area service technician.
• Document problems in the system and transmit to technician's mobile device any / all call detail, history, and level of urgency.
• Monitor the change of status of all calls on the electronic dispatch board.
• Monitor the outstanding work orders and maintenance orders ensuring timely completion Interface with field supervision on any / all conflicts in requests for service, repeated callbacks or customer issues requiring their attention.
• Interface with ACCO's non-service departments placing requests for service to assure a timely response and that the work schedule is updated.
• Close out completed work orders, reconcile time applied, verify resolution and prepare for billing.
• Transfer dispatch operations to the next shift end and verify handoffs.
• Monitor the Tech Time Emails and make the necessary adjustments to the Technician's hours.
• Monitor the Schedule board to clear up any appointments in the status of Dispatched, Open or Declined.
• Review the maintenance WIP for completed jobs and close out the costs.
• Other tasks as assigned by supervisor or upper management.

Position Requirements (Skills, Knowledge, Abilities) :

ACCO Competencies :

Physical Requirements :

(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.)

Hours : This is a non-exempt position available Monday to Sunday, beginning between 7 : 00 pm and 7 : 00 am and ending with one hour for lunch. Eight hours per day is required and occasional overtime may be necessary per business needs.

Competitive Wages :

$23.00 to $26.00 per hour. Applicants please note that actual compensation is determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location, among others. The offered wage or salary is only one aspect of an employee's total compensation.

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