Call / Dispatch Center Representative

2 weeks ago

Monroe, North Carolina, United States AFL Full time
AFL provides industry-leading fiber optic products and services across the globe.

Our company was founded in 1984 with a single fiber optic cable and now we manufacture over two thousand products, employ over 5,000 associates and consistently generate annual sales in excess of a billion-dollars in revenue.

With our commitment to professional growth and employee development, let AFL "Connect" you to your next career opportunity

Job Summary:
The Call / Dispatch Center Representative supports AFL Enterprise Customers via telephone and email. The representative will processes all orders that come into the AFL system. Dispatch orders to the field (i.e. appropriate AFL employees). Resolve or escalate any problems, customers' questions, and technician questions that arise. Serves as the go between for the customer and the technicians.
The CSC processes a high volume of phone calls, emails and work orders on a daily basis.

Only local candidates will be considered.

Responsibilities:

  • Processes the job in job manager.
  • Takes customer request forms and transposes into job manager.
  • Contacts area managers and/or technicians to process requests and update the order.
  • Serves as the middle man between the company and the customers.
  • Must be able to rotate on-call responsibilities (after-hours) phone calls by weekly assignment as determined by the Customer Support Center Manager (on call hours consist of 6:00pm-7:00am and is assigned Monday thru Sunday)
  • Work order billing
  • E-mail and fax distribution
Personal

Qualifications:

  • Communication Skills - Demonstrate communication skills necessary to interpret policies in situations requiring persuasion and prepare and present presentations.
  • Conflict Management and Resolution Skills - Build consensus, anticipate and solve problems
  • Results focused - Ability to organize and manage multiple, and at time competing priorities
  • Relationship building skills - ability to work within a dynamic team setting and provide role model leadership to AFL workforce

Qualifications:

  • Proficient with Microsoft Office and Adobe Acrobat.
  • Phone etiquette required.
  • Good vision and hearing.
  • High School or equivalent
  • Above average computer experience
  • Type 60 wpm accurately
  • Think critically and problem solve
  • Good judgment
  • Organizational skills
  • Customer service skills
  • Ability to multi-task
  • Proven ability to work independently in a team setting using established processes. Instructions required on new assignments only
  • Phone etiquette required
  • Must be available to work any 8 hour shift between the hours of 7:00am-6:00pm M-F - also to include on call rotation (after hours) on a weekly basis
  • Strong computer skills with the ability to navigate multiple software applications at once

Working Conditions:

  • Use of standard office equipment.
  • Finger and wrist dexterity and hand/eye coordination.
  • Confined sitting.

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