Previous Job
Previous
Administration B/C (CSR Field Services)
Ref No.: 18-04797
Location: Melbourne, Florida
Position Type:Full Time/Contract
Start Date: 07/03/2018
RDM:Rahul J
 1 Position
12 month assignment with potential for hire
Will train on 1st but must be willing to work any shift, weekends and holidays

HS Diploma or GED required.
 
Customer Service Representative; Field Dispatch Job Description
 
Field Dispatch Admins are customer service representatives, responsible for handling Inbound and Outbound Calls, Email and an Incident Management Queue in a 24x7x365 Call Center environment.
 
Using the tools and procedures provided you will be responsible to find the closest technician to a site in need, check their availability and work 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 be able to remain calm during urgent and sometimes stressful situations.
 
Responsibilities and Requirements:
• 5 years of Call Center and/or Dispatch experience
• Candidates must have a flexible schedule.  (1st, 2nd, 3rd shifts, On Call Nights and Weekends, work on Holidays) 
• Ability to support Disaster Recovery Plan, if initiated
• Clearly and effectively share information using oral and written communication skills
• Excellent Customer Service skills
• Accurate typing skills
• Ability to follow standard procedures
• Prioritize tasks according to urgency and importance
• Ability to work in a fast paced, team environment and adapt quickly to new procedures and changing situations.
• Position requires strong attention to detail and adherence to policies and procedures.
• Ability to log detailed notes regarding communications between responsible parties regarding requests
• Responsible for maintaining all Incidents for the Field Technicians and other Customer Service Representatives.  (Submit new incidents, keep existing incidents updated and accurate, help technicians resolve incidents) 
• Help train new team members as needed
• Track metrics and seek operational improvements
• This position may require the candidate to obtain a secret security clearance
• Must be a US Citizen and able to pass customer background check
 
Preferred Additional Skills:
• Experience with Office Applications (Outlook, Excel)
• Experience with Remedy Incident Management System (or equivalent)
• AA-AS Degree desired