JOB DESCRIPTION

Dispatch Coordinators are responsible for all aspects of processing and assigning work orders to technicians in the field. Dispatch Coordinators provide support for field technicians and are responsible for managing and updating open work orders, and relay information accurately to Field Technicians and Field Managers.

Essential Job Duties

• Access multiple software platforms to locate qualified technicians for onsite tech support
• Communicate status and changes to customers and managers
• Act as the primary escalation point for dispatch related issues
• Manage field tech ETAs
• Ensure all issues are resolved and resolution notes are comprehensive
• Coordinate return visits for incomplete jobs
• Submit part orders and ensure work orders are updated to reflect orders
• Manage incoming calls from techs and customers

Non-Essential Job Duties

• Ensure cubicle and personal space is organized and clean
• Monitor Dispatch wall boards and report unresolved issues to Dispatch Leads

Qualifications/Basic Job Requirements

• Time management skills
• Drug Screen and Background Check

Success Factors:

• Professional phone skills
• Outgoing personality; high energy; flexible
• Positive attitude and desire to work hard while having fun on a team
• Ability to perform well under pressure in a fast-paced environment

Education and Experience

• Minimum two years of experience with Call Center
• Proficiency using Microsoft products

Working Conditions

Dispatch Coordinators work in an indoor open cubicle/office environment

Physical Demands

Dispatch Coordinators should be able to work seated at a desk and operate a keyboard and mouse. Minimal lifting up to 25 pounds.

Supervisory Responsibilities

Dispatch Coordinators do not operate in a supervisory role.

Job descriptions are dynamic and frequently modified. Other duties and responsibilities may be assigned at any given time as both the business dictates and the functions of the job change.

Employee ____________________________________________ Date: ____________________

Minimum two years call center experience, proficiency with Microsoft products, time management skills, professional phone skills, ability to work under pressure, and pass drug screen and background check.

Key Responsibilities

• assigning work orders
• communicating status
• managing field techs

Skills & Tools

Microsoft Office

Job Details

• Category: Customer Service
• Seniority: Entry Level
• Commitment: Full Time
• Workplace: Remote — Raleigh or Wisconsin or West Virginia or Virginia or Tennessee or South Dakota or Pennsylvania or Ohio or New Mexico or Kentucky or Kansas or Iowa or Indiana or Idaho or Georgia or Utah or Oklahoma or Minnesota or South Carolina or Texas or Alabama
• Salary: USD 27,040 – 30,160 / year
• Languages: English

About Retail Technology Group

Fractional CIO consulting firm helping manufacturers, distributors, and membership associations choose and manage technology. — Industry: Information Technology