Dispatch Agent- Dallas, Texas

The Customer Service Dispatcher is responsible for dispatching cases to qualified technicians in a timely manner according to customer SLA’s, engineer hours, availability and skills. Dispatchers process customer requests for new and existing service calls in a courteous, professional manner through multiple channels such as phone calls and emails.

• Efficiently schedule available service engineers by determining the best fit scenario according to customer SLA, engineer hours, availability and skills.
• Accurately and efficiently process customer service requests according to department policies and procedures.
• Meet daily targets for department and individual key performance indicators (KPIs).
• Provide support to customer service engineers and internal customers by handling their inquiries and requests.
• Escalate engineer and customer issues and complaints through the proper channels for resolution.
• Inform proper internal stakeholders of problems which could jeopardize the ability to meet customer expectations and contractual obligations.
• Complete various other tasks as assigned by the Dispatch Supervisor and/or Manager.

• Other duties as assigned

REQUIRED EDUCATION AND QUALIFICATIONS

High school diploma or GED

Qualifications:

REQUIRED SKILLS AND COMPETENCIES

• Previous customer service or dispatching experience a plus.
• Highly self-motivated with keen attention to detail.
• Excellent customer focus and outstanding communication and interpersonal skills.
• Strong problem-solving skills.
• Ability to work under pressure and effectively prioritize competing demands.
• Professional and respectful demeanor.
• Active participation in process improvement initiatives/projects is a plus.
• Ability to work in a virtual fast paced environment.
• Team oriented.

Glory is proud to share that our benefit package ranks in the top 25% across the country!

• 401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution.
• Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield.
• Vision insurance.
• FSA / Dependent Care.
• Voluntary Life Insurance.
• Basic Life insurance and AD&DD – Company paid.
• Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid.
• Paid Vacation – start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your first full year and vacation hours increase based on years of service.
• Paid Sick days based on City/State requirements.
• Paid Holidays – 9 to 11 days based on start date.
• Education assistance.
• Adoption Assistance.
• Legal and  plans.
• Annual Bonus opportunity.
• Opportunities for internal promotions/career advancement.