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Dispatcher

2 weeks ago

North Canton, OH, United States Emerald Resource Group Full time
Dispatcher

Location: North Canton, OH 100% on-site, North Canton, OH 44720

Schedule: All shifts available - 8-hour shifts ranging from 6:30 AM to 1:30 AM (may include nights and weekends)

Training: Two weeks (Week 1: 8:00 AM-4:30 PM; Week 2: schedule may mirror long-term shift)

Overtime: Available and may occasionally be required based on business needs

Responsibilities:
  • Monitor real-time operation of the Call Management System to ensure Service Level Agreements (SLAs) are being met and Customer Service Engineers (CSEs) are actively assigned to calls.
  • Maximize productivity by continuously monitoring the Call Management System and CSE availability.
  • Record and update CSE unavailability in the system for emergency situations and notify the Business Team as needed.
  • Review and prioritize call lists; determine urgency and schedule appropriately with CSEs, the Business Team, and customers.
  • Utilize team and geographic knowledge to provide feedback that improves resource efficiency.
  • Participate in conference calls and team meetings as required.
  • Escalate urgent service needs and CSE-related issues to the appropriate management team.
  • Assist in training new Dispatchers on the Call Management System and standard processes.
  • Process customer escalation requests for service updates (e.g., ETAs, part updates, appointment confirmations).
  • Contact customers with estimated times of arrival as necessary.
  • Support field technicians through phone and email communication.
Qualifications:
  • Previous Customer Service experience required.
  • Reliable and dependable with strong organizational skills.
  • Ability to think logically and efficiently in fast-paced environments.
  • Excellent verbal and written communication skills; able to collaborate effectively in a team setting.
  • Proficient in Microsoft Word and Excel.
  • Demonstrated ability to learn new systems/software quickly.
  • Associate's degree preferred.
  • Experience in customer service, banking, call center, field service, or high-volume scheduling strongly preferred.
Additional Information:
  • All shifts available - including days, evenings, and weekends.
  • 100% on-site position in North Canton.
  • Overtime may be required depending on business needs.
  • Excellent opportunity to join a fast-paced, team-oriented environment.


Contact Information:

Luke Slabe

lslabe@emeraldresourcegroup.com

440-627-6902