Dispatch Agent- Dallas, Texas

Dispatch Agent- Dallas, Texas

The Customer Service Dispatcher is responsible for dispatching cases to qualified technicians in a timely manner according to customer SLA's, engineer hours, availability and skills. Dispatchers process customer requests for new and existing service calls in a courteous, professional manner through multiple channels such as phone calls and emails.

Key Responsibilities

• Efficiently schedule available service engineers by determining the best fit scenario according to customer SLA, engineer hours, availability and skills.
• Accurately and efficiently process customer service requests according to department policies and procedures
• Meet daily targets for department and individual key performance indicators (KPI's)
• Provide support to customer service engineers and internal customers by handling their inquiries and requests
• Escalate engineer and customer issues and complaints through the proper channels for resolution
• Inform proper internal stakeholders of problems which could jeopardize the ability to meet customer expectations and contractual obligations
• Complete various other tasks as assigned by the Dispatch Supervisor and/or Manager

Other duties as assigned

Skills, Knowledge & Expertise

REQUIRED EDUCATION AND QUALIFICATIONS

High school diploma or GED

REQUIRED SKILLS AND COMPETENCIES

• Previous customer service or dispatching experience a plus
• Highly self-motivated with keen attention to detail
• Excellent customer focus and outstanding communication and interpersonal skills
• Strong problem-solving skills
• Ability to work under pressure and effectively prioritize competing demands
• Experience utilizing Microsoft Office products (i.e., Outlook, Word, Excel, Access, etc.)
• Professional and respectful demeanor
• Active participation in process improvement initiatives/projects is a plus
• Ability to work in a virtual fast paced environment
• Team oriented
• * *French speaking preferred**+

Job Benefits

Glory is proud to share that our benefit package ranks in the top 25% across the country!

• 401(k) Retirement Plan with Fidelity 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution
• Health insurance 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield
• MDLive 24/7 Virtual Doctor plus a Nurse Line
• Dental insurance
• Vision insurance
• FSA / Dependent Care
• Voluntary Life Insurance
• Basic Life insurance and AD&D Company paid
• Short Term Disability / Long Term Disability / Employee Assistance Program Company paid
• Paid Vacation start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your first full year and vacation hours increase based on years of service
• Paid Sick days based on City/State requirements
• Paid Holidays 9 to 11 days based on start date
• Professional development assistance
• Education assistance
• Adoption Assistance
• Legal and ID Theft plans
• Annual Bonus opportunity
• Opportunities for internal promotions/career advancement

About GLORY

Global Leaders in Customer Experience Automation

With a culture rooted in innovation, each day Glory's people are transforming our customer's businesses. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. That's a reputation we've earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, it's our people who are driving our successes.

Glory Values

The Glory Values are our ethos of working together, diversity and innovation: a practical blueprint of how we work together. We live our values wherever we are with both colleagues and customers. Glory Values help us meet new challenges and exceed expectations. And they help us further our skills and work with trust and respect.

• Customer Delight. We put our customers first.
• Integrity. We do the right thing, always.
• Innovation. We embrace new challenges and share the future.
• Speed. We move fast, that's how we stay ahead.
• Diversity & Respect. We value the strength in our differences.
• Teamwork. We succeed together.

Our Hiring Process

Stage 1: Applied

Stage 2: Review

Stage 3: Interview

Stage 4: Hired

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