Dispatch Coordinator

Location: Miami, FL 33166

Shift: 8:00 AM - 5:00 PM

Summary: You will be responsible for the timely disposition of incoming calls from customers experiencing problems with the equipment covered under the company's service contract

Responsibilities:

• Professionally greeting the customer, obtaining adequate identification from the customer, cross referencing the active contract files to verify service obligation and special instructions,
• Dispatch the appropriate service technician, and provide the necessary follow up to ensure appropriate hand-off or call closure
• Handle all calls originating from elevators including attempting to calm trapped passengers, discerning emergency situations from nuisance calls, contacting appropriate local authorities or agents, and maintaining communication with the customer if appropriate
• Use appropriate phone etiquette and thorough knowledge of call center processes to receive trouble calls from customers with company's service contracts, record necessary information to the call center information system, and follow local procedures to ensure a designated local agent has received control of the problem
• Requires the ability to maintain voice contact to reassure the passengers and to use judgment in contacting appropriate company's agents or local authorities
• Follow predefined procedures to escalate calls to appropriate level of authority when unable to move call responsibility to designated company's agent
• Involves use of judgment on call escalation
• Provides direct clerical support for the entry of call center data into the call center information system and to perform filing, report generation and report distribution functions
• Performs other various job duties as may be assigned

Qualifications:

• Requires knowledge of basic Windows based personal computer operations
• Speak and write in a clear and understandable manner for internal/external relations
• Understand and use proper grammar
• Maintain a pleasant telephone voice and must be capable of learning and using proper phone etiquette
• Maintain a pleasant and calm demeanor in emergency situations or with entrapped passengers
• Requires ability to type at least 50 words per minute, including numbers proficiency, and should possess a working knowledge of general office equipment

Education Preferred:

• High school diploma or equivalent preferred.