Dispatcher

Three Point Solutions; Kentucky; On-site; USD 42,000 - 52,000; Full time

Job summary

Three Point Solutions is seeking a Dispatcher for a manufacturing client in North Canton, Ohio. The role supports call management scheduling, coordinates with service delivery teams, field staff, and management, and ensures SLA performance.

You will work on-site in shifts: 5:30 AM - 1:00 PM, 10:00 AM - 6:30 PM, or 2:30 PM - 11:00 PM, Monday through Friday, with potential overtime and weekend hours as needed.

Qualifications

• Self-directed individual capable of handling multiple tasks with minimal supervision.
• Strong oral and written communication skills required.
• Proficient in Microsoft Office and PC skills.
• Experience in customer service or call center is preferred.

Responsibilities

• Provide Call Management System scheduling support to customers, service delivery team members, field associates, and business management team members.
• Share responsibility for meeting customer service performance expectations.
• Provide focused support on special projects for high-visibility customers.
• Work as a self-directed individual and be flexible with hours including evenings/weekends.
• Escalate urgent service needs and technician-related issues to management.
• Monitor real-time operation of the Call Management System to ensure SLA compliance.
• Coordinate parts ordering and shipment with technicians and schedule calls accordingly.
• Dispatch calls to Flex Labor Partners and monitor through completion.

Skills

Self-directed

Multi-tasking

Microsoft Office

Strong communication

Team collaboration

Education

Associate degree preferred

Tools

Call Management System

Job description

Job Description

Title: Dispatcher
Client: ATM Machines Manufacturing Company

Location: North Canton, OH 44720
Duration: 12 Months (Possibility of extension)

Shifts Available:

• 5:30 AM - 1:00 PM (Monday-Friday)
• 10:00 AM - 6:30 PM (Monday-Friday)
• 2:30 PM - 11:00 PM (Monday-Friday)

Description

Responsibilities

• Provide Call Management System scheduling support to customers, service delivery team members, field associates, and business management team members
• Share responsibility for meeting customer service performance expectations
• Provide focused support on special projects for high-visibility customers
• Work as a self-directed individual
• Work evening and weekend hours as required
• Proactively problem-solve issues
• Escalate urgent service needs and technician-related issues to appropriate management
• Participate in conference calls and provide analysis of call volumes, high-priority customers, and known issues
• Monitor real-time operation of the Call Management System to ensure SLA compliance
• Ensure all available technicians are actively assigned to calls
• Continuously monitor white space in the Call Management System to maximize technician productivity
• Monitor for duplicate calls and bundle when required
• Coordinate parts ordering and shipment with technicians and schedule calls accordingly
• Monitor and elevate incomplete calls until resolved
• Dispatch calls to Flex Labor Partners and monitor through completion
• Mark technician unavailability in emergency situations per standardized documentation and notify business team
• Review call lists to determine urgency and schedule appropriately
• Use team and geographic knowledge to improve resource efficiency
• Document customer dissatisfaction and field issues and report to business team
• Document customer satisfaction and recognize technicians for good performance
• Contact customers with estimated times of arrival as needed
• Perform all other duties as assigned

Additional Notes

• Work varied shifts and weekends as scheduled
• Minimal travel required

Qualifications

• Self-directed individual
• Ability to handle multiple tasks simultaneously without errors
• Proficient in Microsoft and PC skills
• Ability to use logic and understand business efficiency
• Strong oral and written communication skills
• Ability to interface effectively with customers and suppliers at all levels
• Works well in team environments
• Associate degree preferred or equivalent relevant experience
• 1-3 years of experience in customer service and/or call center
• Associate degree preferred

Comments / Special Instructions

• Positions are 100% on-site at a new location in North Canton
• Eight-hour shifts ranging between 6:30 AM - 1:30 AM, including nights and weekends
• Overtime available and may be mandatory based on business needs
• Training duration: two weeks
• Week 1 training schedule: 8:00 AM - 4:30 PM
• Week 2 training schedule may align with long-term assigned shift

#ZR