CustomerService - Dispatcher

RESPONSIBILITIES

• Build strong relationships with team members and external client.
• Clearly document data within parameters to ensure accuracy towards SLA.
• Compile and deliver daily communication updates to field and internal leadership.
• Complete a thorough handoff to the next shift.
• Complete assignment of daily field work within defined parameters using applicable tools.
• Complete projects while applying understanding of dispatch functions, client needs and understanding of other departments.
• Conduct a quality review of service orders created by fellow departments to ensure accuracy and provide feedback for coaching and correction.
• Correctly enter technician schedules to ensure future day order assignments and provide correct availability for the call center and other departments to schedule orders.
• Cross train in multiple dispatch areas to support sickness / vacation requests (come in up to 2 hr early).
• Follow established guidelines for documentation storage.
• Handle emergency orders ensuring accuracy and within SLA.
• Openly communicate status of orders within the team to determine ownership and timely completion.
• Respond to technician requests for support including creating orders and investigating accounts / meters / premises to ensure accuracy.
• Timely dispatch of service orders to ensure SLAs are met.
• Timely responds to technician requests for support (check premises / meter status, create orders, log emergency data, etc ).
• Transition work orders at shift end to next team.
• Work with client leadership and field users to ensure a good working relationship that will provide coverage that will meet all client business needs.
• Working with other Dispatchers to ensure understanding of the status of orders to ensure completion.
• Handle and serve as the call center escalation point for service order inquiries.
• Other projects as assigned.

WORK AT HOME REQUIREMENTS :

• High-speed internet with at least 10 mbps download speed (No Satellite, Wi-Fi, or Cellular / Wireless carrier hotspot or internet services)
• Must have a hard-wired internet connection via ethernet cable to modem / router that you own / are responsible for. (Continuum will ship you company equipment such as the PC, mouse, keyboard, etc.

to use on your network)

• Dedicated, quiet, & secured workspace with no distractions
• A USB Wired headset with noise canceling microphone.

ADDITIONAL REQUIREMENTS :

• 18+ years old & high school diploma / GED
• 3-5 years of customer service experience,1 year of experience working Scottsbluff utility preferred
• Super users are a plus, however, must be familiar with multiple Scottsbluff contracts
• Able to communicate at all levels and present issues in a clear and concise manner using the appropriate medium
• Process improvement mindset to increase productivity and ensure the process is cost effective
• Problem solve and make decisions based on process as well as solving client process needs
• Excellent attendance and strong call handling skills.
• Customer focused personality & desire to help people.
• Professional positive attitude & courteous telephone etiquette
• Full-Time schedule availability to meet business needs that will include working 8-10 hour shifts and flexible to support when there are gaps in staffing as needed
• Solid understanding of the service levels, deadlines and reporting timeframes for each client.
• Willingness to work with other departments and local leadership to ensure the client business needs are taken care of by way of adjusting schedules and assisting with creation of schedules.
• Windows based software applications, including Outlook and Excel.
• Willing to submit a drug test and background check.

BENEFITS & PERKS :

• $15-$16 per hour + overtime as needed
• Benefits Eligible After 60 Days
• Access Up To 50% Of Your Pay Immediately After Your Shift
• Health Insurance (Medical, Dental, Vision) & Other Benefits
• Pet Insurance
• Paid, Virtual Training
• Remote Work Environment
• Opportunity for Professional Development
3 days ago