Dispatcher, Customer Service/HelpDesk
Job in
North Canton, Stark County, Ohio, 44720, USA
Listed on 2026-06-02
Listing for:
Emerald Resource Group
Full Time
position Listed on 2026-06-02
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support, Bilingual, Call Center / Support
Job Description & How to Apply Below
Location: North Canton, OH 100% on-site, North Canton, OH 44720
Schedule: All shifts available - 8-hour shifts ranging from 6:30 AM to 1:30 AM (may include nights and weekends)
Training: Two weeks (Week 1: 8:00 AM-4:30 PM; Week 2: schedule may mirror long-term shift)
Overtime: Available and may occasionally be required based on business needs
Responsibilities:
- Monitor real-time operation of the Call Management System to ensure Service Level Agreements (SLAs) are being met and Customer Service Engineers (CSEs) are actively assigned to calls.
- Maximize productivity by continuously monitoring the Call Management System and CSE availability.
- Record and update CSE unavailability in the system for emergency situations and notify the Business Team as needed.
- Review and prioritize call lists; determine urgency and schedule appropriately with CSEs, the Business Team, and customers.
- Utilize team and geographic knowledge to provide feedback that improves resource efficiency.
- Participate in conference calls and team meetings as required.
- Escalate urgent service needs and CSE-related issues to the appropriate management team.
- Assist in training new Dispatchers on the Call Management System and standard processes.
- Process customer escalation requests for service updates (e.g., ETAs, part updates, appointment confirmations).
- Contact customers with estimated times of arrival as necessary.
- Support field technicians through phone and email communication.
- Previous Customer Service experience required.
- Reliable and dependable with strong organizational skills.
- Ability to think logically and efficiently in fast-paced environments.
- Excellent verbal and written communication skills; able to collaborate effectively in a team setting.
- Proficient in Microsoft Word and Excel.
- Demonstrated ability to learn new systems/software quickly.
- Associate's degree preferred.
- Experience in customer service, banking, call center, field service, or high-volume scheduling strongly preferred.
- All shifts available - including days, evenings, and weekends.
- 100% on-site position in North Canton.
- Overtime may be required depending on business needs.
- Excellent opportunity to join a fast-paced, team-oriented environment.
Luke Slabe
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