Dispatcher, Customer Service​/HelpDesk

SUMMARY

Provide current information and support to Field Technicians and deliver superior service to Madison's customers.

Training Schedule
- Monday
- Friday 8-5

Permanent shift
- Monday
- Friday 11-8 with possible 1/2 days on Saturday's

DUTIES & RESPONSIBILITES

• Participate in daily conference calls and report work status for the day.
• Respond to customers - exit calls, not home, verifications of cancellations/reschedules. Escalate customer issues to supervisors/managers as needed.
• Perform data entry using software and web based programs, create written logs - Tech billing codes, CSG notes, daily reports and accurately creates and maintains all recordkeeping.
• Responsible for providing accurate information to field technicians and delivering consistent, accurate customer service.
• Reassign work to available Technicians timely to meet On Time goals.
• Follow all required company safety rules.
• Other duties as assigned.?

PGM1

SKILLS

• Must be - able to display professional behavior, organized, responsive and resourceful. Ability to communicate effectively with employees throughout the organization.
• Ability to read and interpret operating instructions and procedures, write routine reports and correspondence. Execute tasks timely in a fast-paced environment.
• Possess basic mathematical skills, common sense understanding and the ability to resolve problems in standardized situations.
• Be self-directed and able to manage time efficiently.

EDUCATION / QUALIFICATIONS

• High School Diploma or GED preferred, 1 month to 3 months related experience/training, or equivalent combination of education and experience.
• Computer proficiency; MS Word & Excel and internet browsers.
• Must possess the ability to work at a computer station for several hours indoors.

PHYSICAL REQUIREMENTS

• Must be able to work in in a climate controlled, office environment.
• Vision must be good or corrected to normal to perform normal job duties.
• Hearing must be good to have the ability to understand information to perform job duties.
• Ability to read and write English in order to process paperwork.
• Sitting for extended periods of time.
• Manual dexterity needed for key boarding and other repetitive tasks.

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