Dispatch Agent- Dallas, TX

Dispatch Agent
- Dallas, TX

Department: Service
- Call Centre/Customer Service

Employment Type: Permanent
- Full Time

Location: United States/Carrollton, TX

Reporting To: Dispatch Supervisor

Compensation: $18.00 - $20.00 / hour

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 (KPI’s).
• 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

Education Level: 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
• Experience utilizing Microsoft Office products (i.e., Outlook, Word, Excel, Access, etc.)
• 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
• French speaking preferred

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

Benefits:

• 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
• MDLive – 24/7 Virtual Doctor plus a Nurse Line
• Dental insurance
• Vision insurance
• FSA / Dependent Care
• Voluntary Life Insurance
• Basic Life insurance and AD&D – 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
• Professional development assistance
• Education assistance
• Adoption Assistance
• Legal and  plans
• Annual Bonus opportunity
• Opportunities for internal promotions/career advancement