Dispatcher

CCH EQS Planner Reactive

Charlotte, NC, US, 28269

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Job Overview

The CCC Tech Services Dispatcher coordinates the assignment of equipment service notifications to CCCI Technicians in assigned territories. This position works closely with EQSV Territory Managers to ensure a proper balance of assignments is maintained at all times toward meeting predefined service objectives. The CCC Tech Services Dispatcher communicates with their technicians via telephone and instant messaging, answers incoming customer calls or email, chat, and acts as a liaison between CCCI, ERS, and CCNA on high-priority service work.

Duties & Responsibilities

Allocate and maintain balances assigned, and dispatching boards

Maintain work order activities to assigned EQSV Technicians based upon geography, length of day, priority, and problem type to ensure maximum efficient capacity of technicians during shifts

Collaborates with EQSV Territory Managers to determine and facilitate repair requests through workload balancing of field techs in support of company goals

Answers incoming communication from the field to support needs-based upon demand and market changes

Manages special project workload and timelines for business initiatives

Answers and processes inbound communication from external customers

Collaborates with third-party organizations (CCNA, ERS) on questions details, or information concerning the work being performed as a service provider

Knowledge, Skills, & Abilities

SAP (required)

SalesForce Knowledge (preferred)

CRM experience

Ability to be assigned a constant workload stream during the day, evening, or weekends based upon shift assigned or business needs

At least 1-year customer service experience (preferably in a call center environment)

Previous dispatch or route planning experience preferred

Excellent interpersonal, verbal, and written communication skills

Proficiency with MS Word, Excel, PowerPoint

Solid analytical and problem-solving skills

Customer-oriented with the drive to serve

Excellent prioritizing, organizational, planning, and decision-making skills are required

Ability to document in complete detail, organize and summarize data

A strong and positive role model to the department and with organizational skills

Cisco, Genesys experience (Call Center software)

Minimum Qualifications

High school diploma or GED

Knowledge acquired through up to 12 months of work experience

Office Environment

Equal Opportunity Employer - All qualified applicants will be considered for employment without regard to disability, protected veteran status, or any other characteristic protected by applicable law.