Dispatcher/CSR

The Dispatcher/Customer Service Representative (CSR) serves in a dual role, acting as the primary point of contact for client queries and needs. The Dispatcher/CSR plays a critical role in daily operations and is expected to deliver stellar service in all client interactions. The position is responsible for ensuring effective daily communication across operations.RESPONSIBILITIES AND DUTIES:Resolve a high volume of client contacts through various support methods, including inbound and outbound calls, email, and team chat.Collect all relevant information during phone calls with clients in accordance with company policies, procedures, and expectations.Provide outstanding customer service in answering phones and responding to inquiries and requests.Establish rapport and conduct effective communication with clients while maintaining a customer-service oriented mindset.Foster and influence positive morale within the team while providing quality customer service.Dispatch drivers and provide directions to scheduled routes.Assist drivers with problems or issues that may arise relating to scheduling and/or other changes requested by the client.Report and record all incidents to the appropriate personnel, communicating effectively and efficiently.Provide timely, appropriate, and candid feedback regarding driver performance to the leadership team and human resources if needed.Monitor driver’s time of departure, destination, and expected time of return.Ensure trips are assigned promptly, accurately and clients’ needs are met, and operation performance is maximized.Identify and recommend improvements in processes and procedures to management.Document all client’ no shows and/or on-time-performance issues.Monitor daily system performance, evaluating for potential downtime or system centered issues.Review schedules and trip reconciliation daily.High School Diploma or GED requiredCandidate must successfully pass a criminal background check & pre-employment drug testPreferred Qualifications:Empathy –communicate understanding of client experience and resolve client requests thoughtfully and creatively if required.Strong written and verbal communication skills – active listening skills are critical for stellar customer service, as is the ability to communicate effectively.Collaboration – Value teamwork and contribute actively to influence a positive team and work environment.Strategic Problem Solving – exhibit the flexibility and creativity to problem solve in real time to meet client demands.Organization – understanding of critical needs to prioritize response accordingly.Calm demeanor – maintain calm in challenging situations, troubleshoot as needed to identify solutions efficiently and effectively.Perpetual learner – highly motivated, with an eagerness to grow and learn and a receptiveness to feedback.Unrivaled flexibility – willingness to adapt and push forward in a fast-paced, change driven environment.Prior support experience in a call center environment. #J-18808-Ljbffr