Dispatcher, Customer Service​/HelpDesk

Job Description

Title:
Dispatcher
Client: ATM Machines Manufacturing Company

Location:
North Canton, OH 44720
Duration: 12 Months (Possibility of extension)

Shifts Available:

• 5:30 AM - 1:00 PM (Monday-Friday)
• 10:00 AM - 6:30 PM (Monday-Friday)
• 2:30 PM - 11:00 PM (Monday-Friday)

Description

Responsibilities

• Provide Call Management System scheduling support to customers, service delivery team members, field associates, and business management team members
• Share responsibility for meeting customer service performance expectations
• Provide focused support on special projects for high-visibility customers
• Work as a self-directed individual
• Work evening and weekend hours as required
• Proactively problem-solve issues
• Escalate urgent service needs and technician-related issues to appropriate management
• Participate in conference calls and provide analysis of call volumes, high-priority customers, and known issues
• Monitor real-time operation of the Call Management System to ensure SLA compliance
• Ensure all available technicians are actively assigned to calls
• Continuously monitor white space in the Call Management System to maximize technician productivity
• Monitor for duplicate calls and bundle when required
• Coordinate parts ordering and shipment with technicians and schedule calls accordingly
• Monitor and elevate incomplete calls until resolved
• Dispatch calls to Flex Labor Partners and monitor through completion
• Mark technician unavailability in emergency situations per standardized documentation and notify business team
• Review call lists to determine urgency and schedule appropriately
• Use team and geographic knowledge to improve resource efficiency
• Document customer dissatisfaction and field issues and report to business team
• Document customer satisfaction and recognize technicians for good performance
• Contact customers with estimated times of arrival as needed
• Perform all other duties as assigned

Additional Notes

• Work varied shifts and weekends as scheduled
• Minimal travel required

Qualifications

• Self-directed individual
• Ability to handle multiple tasks simultaneously without errors
• Proficient in Microsoft and PC skills
• Ability to use logic and understand business efficiency
• Strong oral and written communication skills
• Ability to interface effectively with customers and suppliers at all levels
• Works well in team environments
• Associate degree preferred or equivalent relevant experience
• 1-3 years of experience in customer service and/or call center
• Associate degree preferred

Comments / Special Instructions

• Positions are 100% on-site at a new location in North Canton
• Eight-hour shifts ranging between 6:30 AM - 1:30 AM, including nights and weekends
• Overtime available and may be mandatory based on business needs
• Training duration: two weeks
• Week 1 training schedule: 8:00 AM - 4:30 PM
• Week 2 training schedule may align with long-term assigned shift

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