Account Service Dispatcher I

Fully Remote • OH Wilmington Office - Wilmington, OH 45177

• Level: Entry
• Position Type: Full Time
• Job Shift: Day
• Education Level: High School
• Travel Percentage: Negligible
• Category: Customer Service

We are looking for an Account Service Dispatcher who is passionate about our core mission – to customize and deliver the best and highest quality solutions to our customers. This role will support the company's mission, vision, and values.

This position is an entry-level, talented and competitive Account Service Dispatcher that thrives in an evolving, exciting environment. The successful associate will have an interest in accuracy, be a conscious communicator and have an appetite for learning, listening and questioning.

• Work order creation, dispatching and entry level closure processes for designated client(s).

• Exercises entry-level judgement and analytical skills to identify, investigate and escalate findings.

• Dispatch work orders as requested.

• As needed, assists in mapping coordinates for efficient travel

• Assist with incoming calls.

• As needed, enter service data into Client CRM system

• Performs additional duties as needed and/or assigned by supervisor/manager

DISCUSSION OF PERSONAL CHARACTERISTICS AND “FIT”

The Account Service Dispatcher I will be an integral member of the team but also must be willing and able to take direction and have a desire to learn. The candidate must be energetic, driven and have a professional demeanor. The highest integrity is a must.

• Analytical - The individual synthesizes complex or diverse information

• Problem Solving - The individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully

• Oral communication-the individual speaks clearly and persuasively in positive or negative situations in telephone environment.

• Ability to handle disconnected data and requests in a changing and dynamic atmosphere

• Computer Skills-Competent knowledge of Excel, Word, E-mail, web access, and learn various programs quickly. (ex. SalesForce/ServiceMax and Dynamics/FieldOne upon receipt of PO Follow Scripts (Call Center and L1 Support) and SOPs e.g. WO review and client submission)

• Quality Management - The individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness

• Judgment - The individual displays ability to make entry-level decisions, seeking guidance for more complex decisions, as applicable

• Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.

• Initiative - Job requires a willingness to take on responsibilities and challenges

• Planning/Organizing - The individual adheres to priorities an work activities, using time efficiently

• Safety and Security - The individual actively promotes and personally observes safety and security procedures, and uses equipment and materials properly

• Teamwork - Ability to work in a collaborative style

• Organizational Skills - Ability to work under tight deadlines and handle multiple, detailed oriented tasks

• Understanding of customer requirements and ability to assist with the coordination/interface with cross-functional teams

• Comfort working in a fast-paced environment with dynamic priorities

• Comply with all company policies and procedures and adhere to company standards

• Comfortable working under pressure and on deadlines.

• Ability to follow detailed, defined procedures

• Able to work in a fast-paced environment and respond to last minute changes

Qualifications

DISCUSSION OF QUALIFICATIONS

• High School Diploma or Equivalent

• 1+ years customer service and/or call center experience

• Understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI)

• Good interpersonal and written communication skills

• Ability to operate computers, multi-line phones and other office equipment.

• Proficient in Microsoft Office Suite and other cloud-based software

Or

• Associates degree and/or Trade school degree and above

• 0-2 years customer service and/or call center experience

• Understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI)

• Experience working in a service environment

• Outstanding interpersonal and written communication skills

• Ability to operate computers, multi-line phones and other office equipment.

• Proficient in Microsoft Office Suite and other and cloud-based software

WORK ENVIRONMENT AND PHYSICAL DEMANDS

• Ability to lift and carry 50 lbs.

• Ability to sit, stand, bend, and reach for long periods for time exceeding 4 hours.