Field Dispatcher

L3HHCM20•Melbourne, FL

16d•Remote

About The Position

Customer Service Dispatch Agents are responsible for handling inbound and outbound calls, email, and an incident management queue in a call center environment. Using the tools and procedures provided, you will be responsible for finding the closest technician to a site in need, checking their availability, and working out the logistics to get them on the road within the allotted timeframe while following standard procedures. The ideal candidate will have excellent communication and customer service skills, be detail oriented and remain calm during urgent and sometimes stressful situations. This position requires flexibility as being on-call is required at times.

Requirements

High School Diploma or equivalent with 0 to 3 years of prior related experience.

Nice To Haves

AA-AS Degree desired
Experience with Office Applications (Outlook, Excel)
Experience with Remedy Incident Management System (or equivalent)

Responsibilities

Using excellent customer service skills, the ideal candidate will clearly and effectively share information via oral and written communication.
Follow standard procedures and prioritize tasks according to urgency and importance.
Work in a fast paced, team environment and adapt quickly to new procedures and changing situations.
Support Disaster Recovery Plan, if initiated. Support Field Services in an on-call capacity as needed.
Strong attention to detail and adherence to policies and procedures.
Log detailed notes regarding communications between responsible parties.
Maintain all incidents for the Field Technicians. This includes submitting new incidents, updating existing incidents, and helping technicians resolve incidents.
Track metrics and seek operational improvements.
Ability to obtain and maintain a Public Trust.