Customer Service Representative

4 weeks ago


Canton, Ohio, United States Emerald Resource Group Full time
Job Title:
Dispatcher - Customer Service and Call Management Support

Job Summary:
We are seeking a skilled Dispatcher to join our team at Emerald Resource Group. As a Dispatcher, you will be responsible for providing exceptional customer service and call management support to our clients. This is a unique opportunity to work in a dynamic and fast-paced environment, utilizing your problem-solving skills and ability to multitask.

Key Responsibilities:

  • 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


Requirements:

  • 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


About Emerald Resource Group:

We are a leading provider of staffing solutions, dedicated to delivering exceptional service and results to our clients. Our team is passionate about helping businesses succeed, and we are committed to providing a positive and supportive work environment for our employees. If you are a motivated and results-driven individual looking for a new challenge, we encourage you to apply for this exciting opportunity.

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