Customer Service Dispatcher (Remote)

In order to be considered, you must be able to begin training February 12th.

StateServ is the premier durable medical equipment (DME) provider in the hospice industry. We have provided hospice focused DME services across the United States for the past decade, offering services from both our Brick and Mortar operations and through our Network of over two-hundred fifty DME providers. StateServ has network coverage across 48 states and is the only DME Benefit Manager to implement multiple national hospice organizations.

This position is remote and requires reliable Internet connectivity and not mobile hotspots.

With moderate supervision and following standard operating procedures, this role coordinates and dispatches driver routes to ensure efficient and effective on-time delivery, pick up, and service of durable medical equipment within contracted time frames. During operations and based on business needs, dispatchers may have a primary focus on specific regional locations but are expected to be able to perform job duties for all company sites and be available during peak business times of corresponding assigned regions.

1. Receives and responds to inbound calls from clients and coordinates delivery of equipment, pick-up, maintenance or changes in service. Following standard operating procedures creates patient records and captures complete information and equipment requests generated from authorized Hospice representatives in the company system and dispatches as appropriate.

2. Plans and coordinates equipment logistics on a day to day basis. Reviews the system for any open orders pending dispatch for the current day or past dates to ensure all service requests are fulfilled. Assesses technician availability and assign and/or reassigns orders considering priority orders, efficiencies, and service expectations.

3. Maintains inbound and outbound communication with technicians to verify order receipt of job add-on’s. Relays all information pertinent to meet service levels and ensure technician safety (e.g., place, time, equipment ordered, and infectious diseases).

4. On a continuous basis, monitors job fulfilment of time sensitive orders and routine orders. Coordinates alternate route plans with technicians as needed to ensure delivery of equipment in the most time sensitive manner. Proactively maintains communication with the customer and client to alert them of delayed service, maintaining a professional and courteous demeanor.

5. In a timely and accurate manner, captures and appropriately documents all conversation with customers, clients and technicians in the company system adhering to standard operating procedures. Relays any changes to requested service dates, service time frames or equipment changes to the client and/or customer.

6. Frequently monitors e-mail and/or other systems for inter-departmental communications. Determines necessary internal action or communication required to fulfill company obligations. Coordinates activities and/or relays information as appropriate.

Knowledge, Skills, Ability

• A high school diploma or equivalent is required
• At least one-year experience in a dispatch or closely related service coordination role
• A minimum of one-year experience in customer facing role is essential to perform Customer Services functions as described
• Previous experience working in a medical environment is preferred
• Strong interpersonal skills are necessary. Must be able to tailor verbal and written communications for both internal and external customers, resolving issues, handling frustrations or escalating feedback appropriately for each type of customer in a calm and confident manner
• The ability to perform work in a fast pace, high volume, deadline driven environment utilizing time management, multi-tasking and prioritization skills is required.

StateServ offers a rewarding, casual, fun work environment to include competitive benefits and compensation. We welcome new ideas and innovative thinkers. If you want to do meaningful work that is truly helping people, come join our growing team and make a difference!

We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

Job Type: Full-time

Pay: $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Night shift
• Weekends as needed

Application Question(s):

• Are you able to effectively work-from-home (equipment provided), in a quiet, distraction free workspace?
• This position also requires a bit of multitasking and a good sense of computer skills along with typing efficiently and toggling between screens, do you foresee a problem with that?
• Position is remote and requires reliable internet connection and a mobile hotspot cannot be used. Do you have this?

Education:

• High school or equivalent (Required)

Experience:

• Dispatch: 1 year (Preferred)

Work Location: In person