Dispatcher, Customer Service​/HelpDesk

Dispatcher at Stance Health Solutions, uniting SG Homecare and Western Drug Position Overview

The Dispatcher is to respond to the company’s emergency or non-emergency call for help or information. Their duties include monitoring, assigning and creating routes, updating call logs and recording call information.

Wednesday to Friday Onsite: 9:30am to 6:00pm | Weekend Remote:
Sat & Sun 2:30pm - 11:00pm

Open to all our location sites.

• Educate customers in proper use and care of respiratory and durable medical equipment in home setting.
• Assigns / un-assigns orders.
• Makes outgoing calls and receives incoming calls regarding orders, troubleshoots, scheduling, escalations, etc.
• Communicates with customer service teams and other teams, via phone and email to resolve order issues.
• Assists in resolving customer equipment problems under emergency conditions.
• Assign routes for drivers.
• Calls ETAs and enters on Sales Orders.
• Dispatches for same and next day.
• Reconciles orders.
• Enters no-go notes and updates call logs.
• Reschedules deliveries.
• Ensures all serialized equipment is properly delivered and tracked for inventory control purposes.
• Develops technical knowledge, as appropriate, of the HME or respiratory products and services provided.
• Reports equipment hazards and/or product incidents as required in accordance with company policies and procedures.
• Complies with all applicable company policies and procedures.
• Other duties as assigned.

• Possesses high school diploma or equivalent.
• Previous experience or successful completion of factory training seminar for home medical equipment preferred.
• 1 year distribution/warehouse experience preferred.
• Must have excellent communication skills and speak clearly and concisely.
• Brightree experience preferred.
• Knowledge of equipment and troubleshooting.
• Excellent follow‑up skills and ability to multi‑task.
• Ability to handle escalated calls.
• Proficient with Microsoft Office (Word, Excel, Outlook, etc.).

The conditions herein 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 job functions.

Environment:
Standard office setting; tasks are regularly performed without exposure to adverse environmental conditions; frequent interaction with staff and the general public. The role requires that you wear a headset, take 40‑50 calls per day (at times back‑to‑back), respond to emails, access and work within multiple systems while addressing callers’ concerns in real time.

Physical:
Incumbents require sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard; light lifting, carrying, pushing and pulling; ability to verbally communicate to exchange information.

Vision:
See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents; and to operate assigned equipment.

Hearing:
Hear in the normal audio range with or without correction.

NOTE:

This job description is not intended to be all‑inclusive. Employees may perform other related duties as needed to meet the ongoing needs of the organization.

Entry level

Full‑time

Management and Manufacturing

Hospitals and Health Care