Dispatcher​/CSR

# Dispatcher/CSRHot Job
2730 W. AGUA FRIA FWY, SUITE 102 - PHOENIX, AZ 85027## Overview Salary Range $16.00 Hourly Position Type Full-Time/Part-Time Education Level Not Specified

Travel Percentage Negligible Category Admin  - Clerical## Description The Dispatcher/Customer Service Representative (CSR) serves in a dual role, acting as the primary point of contact for client queries and needs. The Dispatcher/CSR plays a critical role in daily operations and is expected to deliver stellar service in all client interactions. The position is responsible for ensuring effective daily communication across operations.
** RESPONSIBILITIES AND DUTIES**:
* Resolve a high volume of client contacts through various support methods, including inbound and outbound calls, email, and team chat.
* Collect all relevant information during phone calls with clients in accordance with company policies, procedures, and expectations.
* Provide outstanding customer service in answering phones and responding to inquiries and requests.
* Establish rapport and conduct effective communication with clients while maintaining a customer-service oriented mindset.
* Foster and influence positive morale within the team while providing quality customer service.
* Dispatch drivers and provide directions to scheduled routes.
* Assist drivers with problems or issues that may arise relating to scheduling and/or other changes requested by the client.
* Report and record all incidents to the appropriate personnel, communicating effectively and efficiently.
* Provide timely, appropriate, and candid feedback regarding driver performance to the leadership team and human resources if needed.
* Monitor driver’s time of departure, destination, and expected time of return.
* Ensure trips are assigned promptly, accurately and clients’ needs are met, and operation performance is maximized.
* Identify and recommend improvements in processes and procedures to management.
* Document all client’ no shows and/or on-time-performance issues.
* Monitor daily system performance, evaluating for potential downtime or system centered issues.
* Review schedules and trip reconciliation daily.## Qualifications
* High School Diploma or GED required
* Candidate must successfully pass a criminal background check & pre-employment drug test
** Preferred Qualifications**:
* Empathy –communicate understanding of client experience and resolve client requests thoughtfully and creatively if required.
* Strong written and verbal communication skills – active listening skills are critical for stellar customer service, as is the ability to communicate effectively.
* Collaboration – Value teamwork and contribute actively to influence a positive team and work environment.
* Strategic Problem Solving – exhibit the flexibility and creativity to problem solve in real time to meet client demands.
* Organization – understanding of critical needs to prioritize response accordingly.
* Calm demeanor – maintain calm in challenging situations, troubleshoot as needed to identify solutions efficiently and effectively.
* Perpetual learner – highly motivated, with an eagerness to grow and learn and a receptiveness to feedback.
* Unrivaled flexibility – willingness to adapt and push forward in a fast-paced, change driven environment.
* Prior support experience in a call center environment.