Data and Dispatch Lead

JOB SUMMARY This is a non-exempt position. The person in this role will handle a variety of branch-specific tasks along with some tasks that benefit the company as a whole. Tasks will include, but not limited to, answering incoming phone calls, relaying messages, ordering supplies, and check to process. This person must keep open & continuous communication with branch/company employees, managers, etc.

This position reports to a local branch manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Duties will include, but are not limited to:

Promptly answer incoming calls through the call flow program with the highest level of customer service.

Transfer calls from incoming clients, Third Party Administrators & adjusters to the appropriate project manager or department.

When answering phones, accept/decline “call-in” requests per current company process/guidelines

Enter job assignments into the company’s database

Dispatch assignments and direct sale leads to the emergency service personnel ensuring contact is made in an expedited fashion

Update external databases promptly to ensure the company stays in compliance

Leadership duties include:

Monitoring calls taken by the dispatch team for quality assurance

Reporting on call volume and presenting data to the Department Head of Operational Support Training all incoming Dispatchers Auditing job creation for all dispatchers to ensure accuracy

Taking difficult calls from upset clients and difficult subjects

Updating call flows and call routing in Nextiva Update the after hours schedule as needed

Update contacts and new insurance companies into DASHON/OFF response time management

SUPERVISORY RESPONSIBILITIES:

This position has no supervisory responsibilities.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR

EXPERIENCE:

Applicant must possess a high school diploma. Six months to one-year related customer service experience and/or training; or equivalent combination of education and experience.

ORAL COMMUNICATION:

Must have a pleasant and friendly mannerism in the office and contact with customers on the telephone.

LANGUAGE

SKILLS:

Must possess the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Demonstrate the ability to write routine reports, correspondence, and the ability to speak effectively to customers and/or employees of the organization.

COMPUTER

SKILLS:

To perform this job successfully, an individual should have knowledge of database, Internet, spreadsheet, and word processing software.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is a professional office setting. The noise level in the work environment is usually moderate.
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