Account Service Dispatcher I
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Job Description
Account Service Dispatcher creating and dispatching client work orders for EMSAR’s medical equipment service operations. Handling calls, CRM data, and service escalations.
Responsibilities:
- Create work orders for designated clients
- Dispatch work orders as requested
- Perform entry-level work order closure processes
- Exercise entry-level judgment and analytical skills to identify, investigate, and escalate findings
- Assist with mapping coordinates for efficient travel as needed
- Assist with incoming calls
- Enter service data into the client CRM system as needed
- Follow call center and L1 Support scripts and standard operating procedures
- Review work orders and submit them to clients
- Coordinate/interface with cross-functional teams as needed
- Perform additional duties assigned by the supervisor or manager
Requirements:
- High School Diploma or Equivalent
- 1+ years customer service and/or call center experience
- Understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI)
- Good interpersonal and written communication skills
- Ability to operate computers, multi-line phones and other office equipment
- Proficient in Microsoft Office Suite and other cloud-based software
- Alternatively, Associate's degree and/or Trade school degree and above
- 0-2 years customer service and/or call center experience for the associate/trade school pathway
- Experience working in a service environment
- Ability to lift and carry 50 lbs.
- Ability to sit, stand, bend, and reach for periods exceeding 4 hours
- Comfortable working under pressure and on deadlines
- Ability to follow detailed, defined procedures
- Must comply with company policies, procedures, and standards
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