www.Veterans2Work.com

home :: jobs

Dispatch Call Specialist I

LOCATIONS: Oklahoma City, OK and Glendale, AZ

Job Description

POSITION CLASSIFICATION : Non-Exempt

DIVISION : Call Center

DEPARTMENT : Dispatch

POSITION REPORTS TO : Call Center Supervisor

EDUCATION/EXPERIENCE :

High School diploma, GED, or Equivalent certification;

Must have a calm and friendly telephone manner, be able to deal with the public on the service issues and have some office skills;

Previous call center experience helpful;

Basic computer skills;

Excellent organizational skills;

Ability to demonstrate excellent interpersonal communication skills by demonstrating effective probing and paraphrasing skills;

Ability to manage an inbound and outbound call interaction;

Ability to demonstrate features and benefits of a products and services;

Ability to write professionally demonstrating a command of the written language, spelling and grammar;

Ability to perform comfortably in a fast-paced, deadline-oriented work environment;

Ability to successfully execute many complex tasks simultaneously;

Ability to work as a team member, as well as independently;

Fluency in commonly spoken languages; Second language skills are helpful

Ability to establish relationships and understand the need to have established rapport with customers;

Ability to understand and how to manage and resolve customer issues and provide conflict resolution effectively;

Ability to efficiently manage work tasks, use systems and manage customer interaction;

Ability to follow directions and provide verbal and written directions to others, competent in using computers, web interface technology, and using a CRM tool and ability to learn new software programs.

Experience working with diverse cultural groups;

JOB RESPONSIBILITIES :

Responds to inbound dispatch 800-line calls, provide caller responses to questions with factual information, offers support and enters request for road service dispatch and set caller expectations. Refers callers to appropriate supervisor as necessary;

Refers callers to appropriate center in the caller’s area for appointments for consultation/procedures;

Performs data entry for setting dispatch appointments;

Confirms dispatch appointments with members through outbound calling;

Answers post dispatch queries’;

Maintains updated knowledge of services, including its policies and procedures as referenced in the employee manual and other policies adopted by corporate, the department and/and as referenced in desk procedures for the position;

Maintain knowledge of compliance provisions of the department and meets those provisions that are applicable to this job position;

Maintains updated knowledge to this job position;

Follows policies and procedures applicable to the position without deviation;

Maintains updated knowledge of options that are available to the callers in their service area;

Meets production and quality assurance goals as defined in policy for this position;

Requests additional training as needed and/or participate in training as identified by monitoring or quality audits;

Meets all standards established for this position as outlined in the attached performance criteria;

Maintains an acceptable attendance record as outlined in the Employee Manual;

Adheres to the work schedule, arrives on time, on time returning from scheduled breaks and lunches and leaves when scheduled to leave;

Performs other duties as may be assigned by management.

How to Apply

Please submit your application (or click on “Register/Apply”). Please indicate the job you're applying for in the "Career" field. We look forward to helping you find the job that’s right for you.

Veterans2Work is a business-to-business services company that matches special-needs U.S. military veterans to suitable jobs. We're growing rapidly and are looking for market research, telephone sales, inbound customer service, technical support and knowledge workers to help our clients acquire and keep their customers.

This is a great opportunity to join a team dedicated to 1) helping you be successful in work that's meaningful to you; 2) helping you learn from among the best; demonstrating that special needs veterans working from their homes can perform to the highest standards, and 4) having fun.