Dispatcher/CSR (100% Remote) - Three Point Solutions Inc

Job Title: Dispatcher/CSR (100% Remote)
Client: ATM Machine Manufacturing Industry
Duration: 1-year contract
Location: North Canton, OH 44720
Shift: Thu-Mon | 6:30 AM - 3:00 PM

Pay Range: USD 16.00 /hr - USD 17.00 /hr

Job Description:

Responsibilities:

• Provide Call Management System scheduling support to customers, service teams, field associates, and business management.
• Share responsibility for meeting customer service expectations and support high-visibility projects.
• Requires a self-directed individual.
• Work includes evening and weekend hours.
• Proactively problem-solve and escalate urgent service needs or technician issues to management.
• Participate in conference calls and analyze call volumes, high-priority customers, and known issues.
• Monitor real-time operations to ensure SLA adherence and that all technicians are assigned.
• Continuously monitor "white space" on the system to optimize technician productivity.
• Bundle duplicate calls as needed.
• Monitor and coordinate part ordering and shipment with technicians.
• Ensure incomplete calls are escalated until resolved.
• Dispatch and monitor calls to Flex Labor Partners until completion.
• Mark technician unavailability on the system for emergencies, and inform the business team.
• Review call lists to determine urgency and schedule appropriately.
• Use team/geography knowledge for resource efficiency.
• Document customer dissatisfaction/field issues for the business team and technician performance recognition.
• Contact customers with estimated arrival times as necessary.
• Perform all other assigned duties.

Qualifications:

• Must be self-directed and capable of handling multiple tasks without errors.
• Proficient in Microsoft and PC skills.
• Ability to use logic and understand business efficiency.
• Strong oral/written communication skills and ability to interface with customers and suppliers.
• Works well in team environments.
• Associate degree preferred or equivalent experience.
• 1-3 years of experience in customer service or call center.
• Associates degree preferred.

Additional Notes:

• Must be willing to work varied shifts and weekends as scheduled.
• Minimal travel for business.

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