CustomerService - Dispatcher

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.

Are you an exceptional listener who AIMS HIGHER.REACHES FARTHER when it comes to challenges and solving problems? Can you ACT BOLD.BE PASSIONATE with your impressive communication skills and attentiveness?  Can you BE ONE.HELP MANY in a way that provides a positive experience? Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION?

JOIN OUR TEAM TODAY!

RESPONSIBILITIES:

• Build strong relationships with team members and external client.
• Clearly document data within parameters to ensure accuracy towards SLA.
• Compile and deliver daily communication updates to field and internal leadership.
• Complete a thorough handoff to the next shift.
• Complete assignment of daily field work within defined parameters using applicable tools.
• Complete projects while applying understanding of dispatch functions, client needs and understanding of other departments.
• Conduct a quality review of service orders created by fellow departments to ensure accuracy and provide feedback for coaching and correction.
• Correctly enter technician schedules to ensure future day order assignments and provide correct availability for the call center and other departments to schedule orders.
• Cross train in multiple dispatch areas to support sickness / vacation requests (come in up to 2 hr early).
• Follow established guidelines for documentation storage.
• Handle emergency orders ensuring accuracy and within SLA.
• Openly communicate status of orders within the team to determine ownership and timely completion.
• Respond to technician requests for support including creating orders and investigating accounts/meters/premises to ensure accuracy.
• Timely dispatch of service orders to ensure SLAs are met.
• Timely responds to technician requests for support (check premises / meter status, create orders, log emergency data, etc…). 
• Transition work orders at shift end to next team.
• Work with client leadership and field users to ensure a good working relationship that will provide coverage that will meet all client business needs.
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