Customer Service, Field Dispatch

Job Title: Customer Service, Field Dispatch

Job Code: 45218

Job Location: Melbourne, FL

Job Description:

Customer Service Dispatch Agents are responsible for handling inbound and outbound calls, email, and an incident management queue in a call center environment. Using the tools and procedures provided, you will be responsible for finding the closest technician to a site in need, checking their availability, and working out the logistics to get them on the road within the allotted timeframe while following standard procedures.  

The ideal candidate will have excellent communication and customer service skills, be detail oriented and remain calm during urgent and sometimes stressful situations. This position requires flexibility as being on-call is required at times.  

Essential Functions:

• Using excellent customer service skills, the ideal candidate will clearly and effectively share information via oral and written communication.  


• Follow standard procedures and prioritize tasks according to urgency and importance.  


• Work in a fast paced, team environment and adapt quickly to new procedures and changing situations.  


• Support Disaster Recovery Plan, if initiated. Support Field Services in an on-call capacity as needed.   


• Strong attention to detail and adherence to policies and procedures.  


• Log detailed notes regarding communications between responsible parties.  


• Maintain all incidents for the Field Technicians. This includes: submitting new incidents, updating existing incidents, and helping technicians resolve incidents. 


• Track metrics and seek operational improvements  

Qualifications:

• Requires a High School Diploma or equivalent and a minimum of 6 years of prior relevant experience or 2 years post-Secondary/Associates Degree with a minimum of 2 years of prior related experience. 


• Ability to obtain and maintain a Public Trust Security Clearance. 

Preferred Additional Skills:

• AA-AS Degree desired  


• Experience with Office Applications (Outlook, Excel) 


• Experience with Remedy Incident Management System (or equivalent)