Customer Service Dispatch Specialist

Centurylink; Minneapolis (MN); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Night differential pay of 10% for hours worked between 7p-6am

Job summary

A prominent telecommunications provider is seeking a Dispatch Specialist in Minneapolis, Minnesota. This role involves monitoring workflow, dispatching technicians, and communicating with customers on service statuses. Strong organizational and problem-solving skills are essential, along with the ability to work varying shifts, including possible overtime. The ideal candidate will have customer service experience and interpersonal communication skills. This job offers a dynamic work environment with opportunities for personal development.

Qualifications

• Must have the ability to effectively communicate over the phone with customers.
• Demonstrated interpersonal communication skills for communicating effectively.
• Proven ability to work with internal and external customers.

Responsibilities

• Monitor workflow and assign technicians as needed.
• Provide updates on work progress to customers.
• Read and process service orders accurately.
• Work with departments to ensure order completion.
• Respond to incoming customer calls and chats.
• Maintain service levels by managing workload.

Skills

Organizational skills

Problem solving skills

Customer service skills

Communication skills

PC skills in Microsoft Windows

Interpersonal communication skills

Ability to work varying shifts

Job description

CenturyLink is an industry-leading provider of communications, high speed Internet and entertainment services from coast to coast. Our combination of business and residential service solutions – including home and wireless voice solutions and digital television – provide innovative solutions to our customers. CenturyLink is proud to be a participant in the U.S. General Services Administration Networx program, the largest communications services contract in the world. CenturyLink offers you the opportunity to develop and cultivate your career as we lead the communications industry into the future.

Job Description

Do you have strong organizational and problem solving skills? Do you like working in a fast paced environment and meeting the changing needs of your business and customers?

Then CenturyLink wants to talk to you.

CenturyLink, a Fortune 200 company, has immediate openings for Dispatch Specialists. We are a leading provider of technology and communications solutions for consumers and businesses throughout the United States and around the world. As a Dispatch Specialist I, you will be the control point for field-related service activities, responsible for assigning, controlling, and dispatching service technicians.

Responsibilities:

• Monitor workflow and load to qualified technicians, evaluating and reassigning work as needed.

• Provide updates and status information on the progress of work, escalating as appropriate.

• Read and analyze service orders and repair tickets ensuring they are processed accurately.

• Work with other departments to facilitate completion of orders and proper processing.

• Communicate with residential and/or business customers on appointments and order/repair status.

• Respond to incoming calls and chats to maintain appropriate service levels.

• Ability to work varying shifts and hours including possible mandatory overtime and holidays.

• This is a 24/7, 365 day center. Candidate must have the ability to work varying shifts and hours including possible mandatory overtime and holidays.

• Must be willing to work varied shift hours 5:30 a.m. to 2:00 pm, 1:00 p.m - 9:30 pm, Overnights 9 p-7 and 11-9 am

• Employees will receive a night differential, which is equal to 10% of the employee’s wage rate for all time actually worked between the hours of 7p-6am. Example is someone that works 1p-9:30pm will receive 2 hours and 30mins of differential pay.

Qualifications

Basic Qualifications:

• This is a 24/7, 365 day center. Candidate must have the ability to work varying shifts and hours including possible mandatory overtime and holidays.

• Position requires customer contact and the ability to effectively communicate over the phone with customers to assess and evaluate customer needs in an efficient and successful manner.

• Proven ability to work with internal and external customers.

• Demonstrated interpersonal communication skills for communicating CenturyLinks' products and services to customers.

• Basic PC skills in a Microsoft Windows environment

• Strong written and verbal communications skills.

• Must successfully complete pre-employment test assessment and interview.

Preferred (but not required) Qualifications:

• Minimum of 6 months experience in customer support and/or call center environment.

• Background in technical support of consumer products and services.

Additional Information

No Discrimination. We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.

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