Account Service Dispatcher I

EMSAR Inc.; Wilmington (OH); Sur place; USD 32 000 - 46 000; Plein temps

Résumé du poste

EMSAR Inc. is seeking an Account Service Dispatcher I for our OH Wilmington office. This entry-level role focuses on accurate work order creation, dispatching, and data entry while supporting the team with call handling and client coordination.

The ideal candidate will be detail-oriented, a proactive communicator, and eager to learn in a fast-paced environment. The role emphasizes teamwork, safety, and adherence to SOPs and SLAs.

Qualifications

• High School Diploma or Equivalent is required.
• 1+ years customer service or call center experience preferred.
• Understanding of SLA and KPI.
• Good interpersonal and written communication skills.
• Ability to operate computers, multi-line phones and other office equipment.
• Proficient in Microsoft Office Suite and other cloud-based software.
• Associates degree and/or trade school degree is a plus.

Responsabilités

• Work order creation, dispatching and entry level closure processes for designated client(s).
• Exercises entry-level judgement and analytical skills to identify, investigate and escalation findings.
• Dispatch work orders as requested.
• As needed, assists in mapping coordinates for efficient travel.
• Assist with incoming calls.
• As needed, enter service data into Client CRM system.
• Performs additional duties as needed and/or assigned by supervisor/manager.

Connaissances

Customer service

Communication

Attention to detail

Multi-line phones

Microsoft Office

Data entry

Analytical thinking

Formation

High School Diploma or equivalent

Associates degree considered

Outils

CRM systems

Microsoft Office Suite

Description du poste

Job Details: Level: Entry, Job Location: OH Wilmington Office - Wilmington, OH 45177, Position Type: Full Time, Education Level: High School, Travel Percentage: Negligible, Job Shift: Day, Job Category: Customer Service, We are looking for an Account Service Dispatcher who is passionate about our core mission – to customize and deliver the best and highest quality solutions to our customers. This role will support the company's mission, vision, and values.

This position is an entry-level, talented and competitive Account Service Dispatcher that thrives in an evolving, exciting environment. The successful associate will have an interest in accuracy, be a conscious communicator and have an appetite for learning, listening and questioning.

Work order creation, dispatching and entry level closure processes for designated client(s).

Exercises entry-level judgement and analytical skills to identify, investigate and escalation findings.

Dispatch work orders as requested.

As needed, assists in mapping coordinates for efficient travel

Assist with incoming calls.

As needed, enter service data into Client CRM system

Performs additional duties as needed and/or assigned by supervisor/manager

DISCUSSION OF PERSONAL CHARACTERISTICS AND “FIT”

The Account Service Dispatcher I will be an integral member of the team but also must be willing and able to take direction and have a desire to learn. The candidate must be energetic, driven and have a professional demeanor. The highest integrity is a must.

• Analytical - The individual synthesizes complex or diverse information
• Problem Solving - The individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully
• Oral communication-the individual speaks clearly and persuasively in positive or negative situations in telephone environment.
• Ability to handle disconnected data and requests in a changing and dynamic atmosphere
• Computer Skills-Competent knowledge of Excel, Word, E-mail, web access, and learn various programs quickly. (ex. SalesForce/ServiceMax and Dynamics/FieldOne upon receipt of PO Follow Scripts (Call Center and L1 Support) and SOPs e.g. WO review and client submission)
• Quality Management - The individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness
• Judgment - The individual displays ability to make entry-level decisions, seeking guidance for more complex decisions, as applicable
• Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
• Initiative - Job requires a willingness to take on responsibilities and challenges
• Planning/Organizing - The individual adheres to priorities an work activities, using time efficiently
• Safety and Security - The individual actively promotes and personally observes safety and security procedures, and uses equipment and materials properly
• Teamwork - Ability to work in a collaborative style
• Organizational Skills - Ability to work under tight deadlines and handle multiple, detailed oriented tasks
• Understanding of customer requirements and ability to assist with the coordination/interface with cross-functional teams
• Comfort working in a fast-paced environment with dynamic priorities
• Comply with all company policies and procedures and adhere to company standards
• Comfortable working under pressure and on deadlines.
• Ability to follow detailed, defined procedures
• Able to work in a fast-paced environment and respond to last minute changes

Qualifications: DISCUSSION OF QUALIFICATIONS

• High School Diploma or Equivalent
• 1+ years customer service and/or call center experience
• Understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI)
• Good interpersonal and written communication skills
• Ability to operate computers, multi-line phones and other office equipment.
• Proficient in Microsoft Office Suite and other cloud-based software
• Or
• Associates degree and/or Trade school degree and above
• 0-2 years customer service and/or call center experience
• Understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI)
• Experience working in a service environment
• Outstanding interpersonal and written communication skills
• Ability to operate computers, multi-line phones and other office equipment.
• Proficient in Microsoft Office Suite and other and cloud-based software

WORK ENVIRONMENT AND PHYSICAL DEMANDS

• Ability to lift and carry 50 lbs.
• Ability to sit, stand, bend, and reach for long periods for time exceeding 4 hours.