Dispatch Agents Core 1 and Core 2

3 weeks ago

Grapevine, United States Coach-Net RV Motor Club Inc Full time

Dispatch Agents Core 1 and Core 2

General Position Description/Responsibilities

Under the supervision of the Dispatch Program Manager, the Dispatch Core 1 and Core 2 Agents, is responsible for processing inbound and outbound calls to the point of resolution, including customer service assistance, inquiries, and complaints. They will provide the highest quality service while ensuring that the caller’s needs are met.

Dispatch Resolution Representative will focus on meeting monthly goals in NPS, CPE, AHT, QWT and more.

Responsibilities and Duties

  • Provide roadside assistance to customers.
  • Working Dispatches for Core 1 (Light Duty) and Core 2 (Medium and High Duty).
  • Answer Member and Vendor Call Backs.
  • Work Digital Dispatches.
  • Work White Glove and Manual Closed Loop as needed.
  • Troubleshooting and resolving problems encountered by customers.
  • Educate and explain membership benefits and coverage.
  • Keep current on all benefit/training information.
  • Keep current all company and departmental policies and procedures.
  • Maintaining or exceeding minimum requirements of the CSR Standards of Measurements.
  • Adhere to all company and department policies.
  • Log into network and e-mail and adhere to equipment policies.
  • Maintain acceptable levels of performance to include but not limited to attendance, adherence, fulfillment, and all other productivity and efficiency targets and objectives.
  • Support safety and ergonomic standards.
  • Acknowledging employee’s birthdays and anniversaries.
  • Support your fellow teammates.
  • Adhere to our Core Values.
  • Other duties as assigned.
Work Location and Schedule:

Location:                           Grapevine, Tx and Lake Havasu City, AZ

Typical Work Week: 40+ hours, including at least 1 weekend day.

Job Type:                           Full-Time

Starting Wage:                   Starting at $16.00, pay increases based on completion of training(s), passing all exams, and metrics.

Requirements:
  • Minimum 6- months Customer Service Dispatching skills.
  • Excellent Customer Service Skills.
  • Good verbal / written communication skills.
  • Good analytical and problem-solving skills.
  • Computer/keyboard experience and Internet knowledge.
  • Ability to function in a team environment.
  • Ability to think outside of the box.
  • Mapping with Bing or Google maps and searching skills.
  • Ability to work varied shifts and varied days off as needed.
Education

High school diploma or equivalent

Benefits

  • Medical, dental, vision, disability, FSAs, and life insurance
  • Paid Time Off and paid holidays
  • 401K
  • Pet Insurance
  • 5-day work week
  • Employee Assistance Program
  • Training and Development Programs
  • Legal Coverage
  • Identity Theft Protection
  • Referral Program
  • And so much more….

Our Mission

To provide an exceptional RV Sales, service and ownership experience that exceeds the expectations of our customers.

Our Vision

To be the greatest RV Company the world has ever seen.

Our Purpose

We are a purpose-driven company. Blue Compass RV invests in our people, cares about our people, and supports our people to have fulfilling careers and lives. Blue Compass RV has passionate associates engaging with customers to help them fulfill their dreams to see America, spend time together with family and friends, meet new people, enjoy the great outdoors, and create lasting memories. That is why we exist. To create meaningful customer relationships for life.

  Competencies
  • Attendance/Punctuality
    • Is consistently at work and on time, ensures work responsibilities are covered when absent.
  • Customer Service
    • Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.
  • Problem Solving
    • Identifies issues on the call and responds appropriately; suggests alternative solutions; Uses reason even when dealing with emotional topics.
  • Interpersonal Skills
    • Focuses on solving conflict, not blaming; Maintains confidentiality; Listens without interrupting; Keeps emotions under control.
  • Oral Communication
    • Speaks clearly, persuasively and maintains a balanced tone in positive or negative situations; Listens and uses clarification; Responds to questions.
  • Written Communication
    • Writes clearly and informatively, edits work for spelling and grammar, presents numerical data effectively, able to read and interpret written information.
  • Teamwork
    • Exhibits objectivity and openness to others' views, gives, and welcomes feedback, contributes to building a positive team spirit, puts success of team above own interests, supports other’s efforts to succeed.
  • Judgment
    • Exhibits sound and accurate judgment, makes good decisions, keeps manager informed and includes appropriate people in the decision-making process.
  • Dependability
    • Follows instructions, responds to management direction, takes responsibility for own actions, completes tasks on time or notifies appropriate person of possible delays and/or issues.
  • Initiative
    • Volunteers readily, asks for and offers help when needed.

Skills and Abilities

  • Language Skills                                                    
    • Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to effectively and quickly communicate problem calls and complaints to supervisory staff.
  • Mathematical Skills
    • o Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's.  Ability to perform these operations using units of American money and weight measurement, volume, and distance.
  • Reasoning Ability                                                
    • Ability to apply common sense understanding to carry out instructions and assist customers quickly.  Ability to discern issues and make suggestions based on information supplied by the member.
  • Computer Skills                                                   
    • To perform this job successfully, an individual should have knowledge of Microsoft Windows software and Windows-based Internet software and email.  Must be keyboard proficient with a minimum speed of 30 words per minute and have the ability to handle multiple computer programs simultaneously.
  • Work Environment
    • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

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