Dispatcher / Call Center Specialist

Dispatch/Call Center Specialist

Wright-Hennepin International Response Center (WHIRC) is a 24-hour alarm monitoring center. The Dispatch/Call Center Specialist is responsible for quickly and accurately answering customer calls in a fast-paced high-volume call center environment. This position acts as the initial service call contact for customers with service problems and ensures the means for resolution of the problem. Other duties include maintaining alarm activity and performing data entry of new account information and database changes.

The Dispatch/Call Center Specialist works a 10-hour rotating shift.

Available shift schedules:

• 2:00am - 12:00pm (overnight)
• 4:00am - 2:00pm

The successful candidate must be able to work the shift schedule, including working weekends and holidays, and be open to helping with shift coverage to accomplish daily requirements and activity as needed. The team atmosphere is fun, engaging and makes time for additional training and career development.

The position is located at our company headquarters in Rockford, Minn. Rockford is located 15 miles west of Plymouth on Hwy 55.

Responsibilities:

• Answer incoming telephone and alarm traffic in a timely and professional manner. Provide quick, accurate, courteous and professional service, abiding by the customer service standards, policies and procedures. Provide the customer with the best possible service and a positive experience.
• Obtain account information from technicians and customers and enter information accurately and in a timely manner to the automation system.
• Perform system checks on equipment, recognize and correct minor equipment problems, and accurately report concerns and problems with equipment and customers.
• Train and participate in monthly training, emergency generator and back-up power testing, complete Central Station Alarm Association training and certification.

Working conditions:

The Call Center Rep works primarily in a climate-controlled office environment. Must have the ability to perform finger and hand manipulation and perform repetitive motions in order to use office equipment. Ability to exert up to 10 lbs. of force when moving items such as computer printouts, notebook ledgers, office equipment, etc. The ability to make verbal and written presentations relating to the business.

Pay:

Starting pay is $20.00 plus shift differential for evening/overnight hours.

WH offers a comprehensive health insurance plan including medical, dental, and vision coverage. WH also offers a generous company 401K match and contributions to a Health Savings Account. Employees have the potential to receive an annual bonus. Paid time off and paid holidays are provided. Other benefits include tuition reimbursement programs, flexible spending account access, dependent care FSA, and more.

Requirements:

• High school education or equivalent
• 1+ year of customer service experience, preferably in a high call volume environment
• Successful completion of WHIRC dispatcher training and probation
• Must obtain and maintain all initial and ongoing licensures by meeting all state and federal requirements
• Must adhere to WH's core values of Teamwork, Dependability, Performance, Integrity, Safety and Member/Customer Focused.