Dispatch Operator - Administrative Specialist

Title: Dispatch Operator_Adminstrative Specialist

Date: July 2022

Status: Non- Exempt/Full-Time

Job Summary

The Dispatch Operator/Administrative Specialist is responsible for receiving emergency and non-emergency calls for Technology Lab Clients. This position will ensure that our client needs are met with top quality customer service while routing their needs to appropriate technician to resolve customer needs in a timely manner. This position should be familiar with standard concepts, practices, and procedures within their job role. They must have the ability to take initiative and work independently with little supervision as well as work well with varying levels of internal management staff while maintaining positive working relationships with clients, peers, and other team members. This position will report to the Director of Service Operations.

Essential Duties and Responsibilities

• Manage all inbound calls, chats, and emails with efficiency and accuracy
• Experienced in coordinating and scheduling technicians to resolve customer needs.
• Identify and escalate priority issues to management, while maintaining a professional demeanor at all times with inbound callers
• Follow Dispatch Operator "Procedures" while meeting or exceeding productivity and quality metrics
• Identify caller's needs, clarify information, and direct the caller providing a solution and or resolution, including follow up as needed
• Coordinating multiple department schedules, resources, and suppliers.
• Acts as customer advocate, prioritizing competing demands on company technicians.
• Assist in driving defined administrative tasks to completion.
• Performs periodic administrative duties including planning meetings, taking detailed minutes, booking travel and organizing sensitive information.
• Coordinate with Sales and Technical Teams on project planning, service delivery an
• Assistance with coordinating events, like planning lunches or company parties.

Requirements and Qualifications

• Ability to interact at all levels of management internally, and with customers and suppliers
• Superior communication skills, both verbal and written.
• Excellent follow-through, taking initiative and not requiring much direction.
• Must be able to multi-task and manage time effectively.
• Flexibility and ability to bounce between projects quickly
• The ability to work constructively with a wide range of personalities.
• Demonstrated success working in a fast-paced, highly competitive, deadline-oriented environment.
• A fun, customer-focused attitude; pairing Hospitality and Professionalism.
• Basic experience in working with Outlook and MS Office and calendars.
• The ability to handle upset customers with a soothing, respectful nature.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily

Special Considerations and Core Competencies

• Polished with a high degree of professional character.
• Highly detail-oriented and ability to manage multiple competing priorities simultaneously while displaying poise under pressure.
• Highly motivated, energetic individual able to work collaboratively in a fast-paced environment.
• Oral Communication - individual speaks clearly and persuasively in positive or negative situations
• Written Communication - individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
• Organization - individual prioritizes and plans work activities, uses time efficiently and develops realistic plans.
• Detail Oriented - individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
• Adaptability - individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
• Interpersonal Skills/Team Player - individual maintains confidentiality, remains open to other's ideas and exhibits willingness to try new things
• Dependability - individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.

MINIMUM QUALIFICATIONS

• High School Diploma or Equivalent
• 2 years working in an administrative position preferred but not required