Account Service Dispatcher I

We are looking for an Account Service Dispatcher who is passionate about our core mission – to customize and deliver the best and highest quality solutions to our customers. This role will support the company's mission, vision, and values.  

This position is an entry-level, talented and competitive Account Service Dispatcher that thrives in an evolving, exciting environment. The successful associate will have an interest in accuracy, be a conscious communicator and have an appetite for learning, listening and questioning. 

• Work order creation, dispatching and entry level closure processes for designated client(s). 

• Exercises entry-level judgement and analytical skills to identify, investigate and escalate findings.  

• Dispatch work orders as requested.  

• As needed, assists in mapping coordinates for efficient travel  

• Assist with incoming calls. 

• As needed, enter service data into Client CRM system 

• Performs additional duties as needed and/or assigned by supervisor/manager 

DISCUSSION OF PERSONAL CHARACTERISTICS AND “FIT” 

The Account Service Dispatcher I will be an integral member of the team but also must be willing and able to take direction and have a desire to learn.  The candidate must be energetic, driven and have a professional demeanor. The highest integrity is a must.   

• Analytical - The individual synthesizes complex or diverse information 

• Problem Solving - The individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully 

• Oral communication-the individual speaks clearly and persuasively in positive or negative situations in telephone environment. 

• Ability to handle disconnected data and requests in a changing and dynamic atmosphere 

• Computer Skills-Competent knowledge of Excel, Word, E-mail, web access, and learn various programs quickly. (ex. SalesForce/ServiceMax and Dynamics/FieldOne upon receipt of PO Follow Scripts (Call Center and L1 Support) and SOPs e.g. WO review and client submission)  

• Quality Management - The individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness 

• Judgment - The individual displays ability to make entry-level decisions, seeking guidance for more complex decisions, as applicable 

• Attention to Detail - Job requires being careful about detail and thorough in completing work tasks. 

• Initiative - Job requires a willingness to take on responsibilities and challenges 

• Planning/Organizing - The individual adheres to priorities an work activities, using time efficiently  

• Safety and Security - The individual actively promotes and personally observes safety and security procedures, and uses equipment and materials properly 

• Teamwork - Ability to work in a collaborative style 

• Organizational Skills - Ability to work under tight deadlines and handle multiple, detailed oriented tasks 

• Understanding of customer requirements and ability to assist with the coordination/interface with cross-functional teams 

• Comfort working in a fast-paced environment with dynamic priorities 

• Comply with all company policies and procedures and adhere to company standards 

• Comfortable working under pressure and on deadlines. 

• Ability to follow detailed, defined procedures 

• Able to work in a fast-paced environment and respond to last minute changes 

Qualifications

DISCUSSION OF QUALIFICATIONS 

• High School Diploma or Equivalent  

• 1+ years customer service and/or call center experience  

• Understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI) 

• Good interpersonal and written communication skills 

• Ability to operate computers, multi-line phones and other office equipment. 

• Proficient in Microsoft Office Suite and other cloud-based software 

Or 

• Associates degree and/or Trade school degree and above 

• 0-2 years customer service and/or call center experience 

• Understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI) 

• Experience working in a service environment 

• Outstanding interpersonal and written communication skills 

• Ability to operate computers, multi-line phones and other office equipment. 

• Proficient in Microsoft Office Suite and other and cloud-based software 

WORK ENVIRONMENT AND PHYSICAL DEMANDS 

• Ability to lift and carry 50 lbs.  

• Ability to sit, stand, bend, and reach for long periods for time exceeding 4 hours.