NOW HIRING 3RD SHIFT CUSTOMER SERVICE/ DISPATCH SPECIALIST POSITIONS!

THE PAY RANGE IS $18-$21/hr - THE RATE OF PAY IS COMMENSURATE WITH EXPERIENCE

OVERNIGHT COVERAGE NEEDED

Position Summary:

The Customer Service/Dispatch Specialist will interact with and receive calls from Roshal employees and clients while triaging questions as needed to solve their issues and concerns in a timely fashion. In addition, addressing inquiries, resolving complaints, and escalating matters to leadership that cannot be resolved at tier 1, providing a high level of customer support on Roshal’s services.

Responsibilities:

• Interact with internal and external customers via telephone, email, and online chat to provide support on Roshal systems and services.
• Assign and update priority levels of service tickets based on company standards and client feedback
• Work collaboratively with clients, support staff, and management to avoid scheduling issues
• Track and monitor staff location and availability
• Schedule service tickets
• Maximize schedule efficiency and effectiveness of field staff in collaboration with regional leadership to provide the most efficient and effective client outcomes
• Monitor the status of tickets within the framework of the helpdesk system
• Escalate client complaints to the Regional Manager and or Director of Strategic Partnerships
• Ensure the assignment of the right resources
• Monitor resource schedules to ensure a prompt response to service requests
• Enforce the proper procedures and ensure the system is running efficiently
• Review and prioritize outstanding support requests
• Utilize Roshal technical support resources as needed.

Duties:

• Ensure notes in the system are accurate and up-to-date, including categories and statuses for tickets
• Escalate to senior management or regional management any tickets that can’t be resolved at tier 1
• Supervise all tickets within the customer success center
• Control the process of receiving, assigning, and completing tickets
• Remain in contact with clients regarding a ticket’s progress and notify them of impending changes
• Remain updated on the progress of resolving the tickets and keeping the number of open tickets as low as possible
• Ensure ticket resolution checklists are followed
• Support management in holding technologists and support staff accountable to the company standards
• Pre-process service requests as they arrive through email, text, phone, or chat
• Ensure prompt time entry on service requests
• Ensure fast turnaround of client requests
• Work in a team and communicate effectively
• Maintain inventory of clients’ systems
• Assist with administrative tasks as needed

Required Skills & Abilities:

• Excellent communication skills, including active listening
• Service-oriented and able to resolve customer grievances
• Detail & procedure oriented
• Focused and high ability to multi-task
• Proficient computer skills with the ability to learn new software
• Knowledge of, or ability to learn, Roshal products, services, or areas of customer service specialization

Education & Experience:

• High school diploma or equivalent
• Customer service experience required
• Experience with service dispatching systems preferred.

Supervision:

• Position reports to Director of Strategic Partnerships

Work Environment:

• This position can be performed anywhere in the US Remotely

Physical Effort:

• Prolonged periods sitting at a desk and working on a computer and on the phone
• Must be able to lift to 15 pounds at times.

Job Type: Full-time

Pay: $18.00 - $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 5x8
• 8 hour shift

Experience:

• Dispatching: 1 year (Preferred)
• Customer service: 1 year (Preferred)
• Microsoft Office: 1 year (Preferred)
• Healthcare: 1 year (Preferred)

Work Location: Remote

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