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Customer Service Dispatcher

Express Employment Professionals

Last Updated: 5/20/22

Job Description

Hiring a people focused customer dispatcher to join an established team.

In this role, you'll handle incoming calls and emails from existing customers experiencing technical difficulties with IT issues.

As you listen to customers, you'll take detailed notes to understand and then communication the situation to a team of technicians. You'll then work to either transfer calls to the correct company department and/or coordinate technicians responding to and visiting customers as needed.

Schedule is Monday through Friday. 8am to 5pm. $40,000/year DOE
Career pathing and benefits available.

Key duties include but are not limited to:

• Be the primary answer point for all incoming IT service calls to Managed Services.
• Enter service tickets in the company database.
• Transfer calls to employees, sales, or Low Voltage division as needed.
• Primary monitoring of incoming customer emails.
• Ensure service requests are placed in the appropriate queues.
• Assisting Team Leads in the scheduling and dispatching of tickets.
• Communicating to clients the status of a ticket, including scheduling days and times.
• Monitor and work with Team Leads to complete and close stale tickets.
• For critical issues, Dispatcher immediately notifies appropriate Team Lead (real-time).
• Conduct customer satisfaction calls and/or surveys.
• Answer questions and gather data for customer billing inquiries and/or disputes.

Friendly office team and environment with employee focused mission statement.

Company Details

Asheville, North Carolina, United States
Building Success. Building Hope. Express Employment Professionals is a leading staffing provider in the U.S., Canada and South Africa. Every day, we help job seekers find work and help businesses find qualified employees. Founded in 1983, Express annually employs more than 566,000 people across over 800 franchise locations worldwide. Our long-term goal is at the heart of our company's vi...