Data and Dispatch Lead

JENKINS SERVICES GROUP•Chantilly, VA

22h•Onsite

About The Position

This is a non-exempt position. The person in this role will handle a variety of branch-specific tasks along with some tasks that benefit the company as a whole. Tasks will include, but not limited to, answering incoming phone calls, relaying messages, ordering supplies, and check to process. This person must keep open & continuous communication with branch/company employees, managers, etc. This position reports to a local branch manager.

Requirements

Applicant must possess a high school diploma.
Six months to one-year related customer service experience and/or training; or equivalent combination of education and experience.
Must have a pleasant and friendly mannerism in the office and contact with customers on the telephone.
Must possess the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Demonstrate the ability to write routine reports, correspondence, and the ability to speak effectively to customers and/or employees of the organization.
Knowledge of database, Internet, spreadsheet, and word processing software.

Responsibilities

Promptly answer incoming calls through the call flow program with the highest level of customer service.
Transfer calls from incoming clients, Third Party Administrators & adjusters to the appropriate project manager or department.
When answering phones, accept/decline “call-in” requests per current company process/guidelines
Enter job assignments into the company’s database
Dispatch assignments and direct sale leads to the emergency service personnel ensuring contact is made in an expedited fashion
Update external databases promptly to ensure the company stays in compliance
Monitoring calls taken by the dispatch team for quality assurance
Reporting on call volume and presenting data to the Department Head of Operational Support
Training all incoming Dispatchers
Auditing job creation for all dispatchers to ensure accuracy
Taking difficult calls from upset clients and difficult subjects
Updating call flows and call routing in Nextiva
Update the after hours schedule as needed
Update contacts and new insurance companies into DASH
ON/OFF response time management