Dispatcher

Job Description

Job Description

Title: Dispatcher
Client: ATM Machines Manufacturing Company

Location: North Canton, OH 44720
Duration: 12 Months (Possibility of extension)

Shifts Available:
• 5:30 AM – 1:00 PM (Monday–Friday)
• 10:00 AM – 6:30 PM (Monday–Friday)
• 2:30 PM – 11:00 PM (Monday–Friday)

Description

Responsibilities

• Provide Call Management System scheduling support to customers, service delivery team members, field associates, and business management team members
• Share responsibility for meeting customer service performance expectations
• Provide focused support on special projects for high-visibility customers
• Work as a self-directed individual
• Work evening and weekend hours as required
• Proactively problem-solve issues
• Escalate urgent service needs and technician-related issues to appropriate management
• Participate in conference calls and provide analysis of call volumes, high-priority customers, and known issues
• Monitor real-time operation of the Call Management System to ensure SLA compliance
• Ensure all available technicians are actively assigned to calls
• Continuously monitor white space in the Call Management System to maximize technician productivity
• Monitor for duplicate calls and bundle when required
• Coordinate parts ordering and shipment with technicians and schedule calls accordingly
• Monitor and escalate incomplete calls until resolved
• Dispatch calls to Flex Labor Partners and monitor through completion
• Mark technician unavailability in emergency situations per standardized documentation and notify business team
• Review call lists to determine urgency and schedule appropriately
• Use team and geographic knowledge to improve resource efficiency
• Document customer dissatisfaction and field issues and report to business team
• Document customer satisfaction and recognize technicians for good performance
• Contact customers with estimated times of arrival as needed
• Perform all other duties as assigned

Additional Notes

• Work varied shifts and weekends as scheduled
• Minimal travel required

Qualifications

• Self-directed individual
• Ability to handle multiple tasks simultaneously without errors
• Proficient in Microsoft and PC skills
• Ability to use logic and understand business efficiency
• Strong oral and written communication skills
• Ability to interface effectively with customers and suppliers at all levels
• Works well in team environments
• Associate degree preferred or equivalent relevant experience
• 1–3 years of experience in customer service and/or call center
• Associate degree preferred

Comments / Special Instructions

• Positions are 100% on-site at a new location in North Canton
• Eight-hour shifts ranging between 6:30 AM – 1:30 AM, including nights and weekends
• Overtime available and may be mandatory based on business needs
• Training duration: two weeks
• Week 1 training schedule: 8:00 AM – 4:30 PM
• Week 2 training schedule may align with long-term assigned shift

#ZR

As a leading contract, contract-to-hire and professional placement firm, Three Point Solution understands the importance of aligning our client with the right resource at the right time. We are committed to the highest caliber of service that will benefit our clients, candidates and employees. Unlike large, corporate style recruiting firms, we commit to individualized attention that uniquely positions us to bridge the communication gap between recruiter, employer and candidate. Our goal is to cultivate and maintain true partnerships with our clients and candidates.

Company Description

As a leading contract, contract-to-hire and professional placement firm, Three Point Solution understands the importance of aligning our client with the right resource at the right time. We are committed to the highest caliber of service that will benefit our clients, candidates and employees. Unlike large, corporate style recruiting firms, we commit to individualized attention that uniquely positions us to bridge the communication gap between recruiter, employer and candidate. Our goal is to cultivate and maintain true partnerships with our clients and candidates.