Dispatcher - Wakefern

SHI; Topeka (KS); Remote; USD 38,000 - 40,000; Full time

Benefits offered by this job

Medical benefits

Vision benefits

401K plan

Flexible spending accounts

Job summary

SHI is seeking a motivated Dispatcher to join the Modern Workplace Services (MWS) team. You will receive service requests, create tickets in SHI’s system, and dispatch work orders to Field Service Technicians for IT and point-of-sale hardware repairs.

This is a remote, work-from-home position supporting a 24/7 operation. You will communicate via telephone, Microsoft Teams, and email to ensure timely service delivery.

Qualifications

• Dispatcher or call center/help desk experience preferred.
• Must be able to multi-task and prioritize in a fast-paced environment.
• Experience with ticketing systems and dispatch workflows is a plus.

Responsibilities

• Receive service requests and create tickets for assignments to Field Service Technicians.
• Communicate with internal teams and customers by phone, Teams, and email.
• Monitor and oversee call assignments to ensure proper allocation and acceptance by technicians.
• Make system corrections and adjustments based on field feedback.
• Monitor email for service requests and other critical communications.
• Update technician schedules to reflect changes and maintain accuracy.
• Verify that service requests include complete customer information and details for dispatch.
• Work flexible shifts, including evenings and weekends, and be available for overnight on-call emergencies.

Skills

Dispatcher experience

Call center experience

Multi-tasking

Attention to detail

Education

High School Diploma or GED

Tools

Microsoft SharePoint

Microsoft Office

Job description

US - NJ - Home Office

US - Remote

Full time

JR3664

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

• Continuous professional growth and leadership opportunities.

• Health, wellness, and financial benefits to offer peace of mind to you and your family.

• World-class facilities and the technology you need to thrive – in our offices or yours.

Job Summary

SHI is seeking a motivated individual to join our Modern Workplace Services (MWS) team as a Dispatcher. In this role, you will be responsible for receiving service requests from customers, creating and managing tickets in SHI’s call management system, and dispatching work orders to a dedicated team of Field Service Technicians for IT and point-of-sale hardware repairs.

This is a remote, work-from-home position that supports a 24/7 operation. The Dispatcher serves as a key communication point, interacting with SHI employees and customers via telephone, Microsoft Teams, and email to ensure timely and accurate service delivery.

Role Description

• Receive service requests from customers and create corresponding tickets in SHI’s call management system for assignments to Field Service Technicians.

• Communicate effectively with internal teams and SHI customers via telephone, Microsoft Teams, and email.

• Monitor and oversee call assignments to ensure all service requests are properly assigned and accepted by technicians.

• Make necessary system corrections and adjustments based on feedback from the field.

• Closely monitor email for incoming service requests and other critical communications.

• Update technician schedules as needed to reflect changes and maintain accuracy.

• Verify that all service requests include complete customer information and the required details for successful dispatch.

• Work flexible shifts, including evenings and weekends, and be available for on-call overnight hours to handle emergency calls.

Behaviors and Competencies

• Communication: Can communicate simple ideas and information clearly.

• Initiative: Can demonstrate a willingness to take on new tasks and responsibilities when assigned.

• Productivity: Can demonstrate a willingness to complete assigned tasks in a timely and efficient manner.

• Prioritization: Can demonstrate a willingness to follow a given order of tasks and complete them accordingly.

• Multi-Tasking: Can demonstrate a willingness to take on multiple tasks and responsibilities when assigned.

• Problem-Solving: Can demonstrate a willingness to address and resolve problems when they arise.

• Following Instructions: Can demonstrate a willingness to follow instructions and complete assigned tasks as directed. Embracing Change: Can demonstrate a willingness to adapt to new changes.

• Detail Oriented: Can demonstrate an ability to follow instructions and complete tasks as assigned.

• Adaptability: Can demonstrate a willingness to accept feedback and adjust to new tasks or changes in the workplace.

Skill Level Requirements

• Overseeing the organization and maintenance of contracts and insurance certificates to ensure compliance and accessibility. - Basic

• Experience in utilizing Microsoft SharePoint for document management, collaboration, and workflow automation to enhance team productivity and information sharing. - Basic

• Experience in managing and maintaining computer systems and networks to ensure optimal performance and security. - Basic

• Efficiently managing the collection and review of incoming mail to ensure timely and accurate processing. - Basic

Other Requirements

• Completed High School Diploma or GED

Preferred Skills:

• Experience in/with Microsoft office tools preferred

• Previous experience as a dispatcher or in a call center/help desk environment.

• Ability to effectively multi-task and prioritize in a fast-paced, high-volume setting.

The estimated annual pay range for this position is $38,000 - $40,000 which includes a base salary. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

• Continuous professional growth and leadership opportunities.

• Health, wellness, and financial benefits to offer peace of mind to you and your family.

• World-class facilities and the technology you need to thrive – in our offices or yours.