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Pinnacle Technology · 1 day ago

Dispatcher/Customer Service Representative

North Canton, OH

Contract

Onsite

New Grad, Entry Level

$20/hr - $20/hr

Pinnacle Technology is seeking a Dispatcher/Customer Service Representative to manage the real-time operation of their Call Management System. The role involves ensuring service level agreements are met, scheduling customer service engineers, and providing support to both customers and field technicians.

ConsultingInformation TechnologyOutsourcingSoftware

Hiring Manager

Rashmi L.

Responsibilities

Monitoring real time operation of the Call Management System to ensure Service Level Agreement (SLA) is being met and all available Customer Service Engineers (CSEs) are actively assigned to calls - Continuously monitoring space on the Call Management System to ensure maximum productivity of CSEs

Responsible for marking CSE unavailability on the Call Management System for emergency situations as per standardized documentation and making Business Team aware of those occurrences

Reviewing call lists; determining initial urgency and scheduling appropriately thru interface with CSEs, Business Team, and customers

Utilizing team/geography knowledge to provide feedback to Business Team to improve resource efficiencies

Participating in conference calls as required

Escalating urgent service needs and CSE-related issues and concerns to appropriate management team

Assisting in training new Call Management Coordinators in using the Call Management System

Processing Customer escalation requests for update on service (i.e. ETA’s/part updates/appointment request confirmation/etc.)

Contacting customers with estimated times of arrival as necessary

Supporting Field Technicians via phone calls and email requests

Qualification

Customer Service ExperienceMicrosoft WordExcelLogicBusiness EfficiencyExperience in Call CenterEffective CommunicationLearning New SystemsAssociate's DegreeTeam Collaboration