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    • Dispatcher - Lexington, KY on-site - Midway - Warrior Service Company LLC

    Warrior Service Company LLC
    Warrior Service Company LLC Midway

    4 weeks ago

    Default job background
    Full time
    Description

    Job Title

    Dispatcher - Lexington, KY on-site

    The Dispatcher position plays a vital role in ensuring the efficient delivery of services to our clients. As a key member of our team, you will be responsible for assigning work to technicians and coordinating schedule dates with customers.

    You will plan routes up to two weeks in advance for veterans on our reports, guaranteeing timely service delivery. This position requires strong administrative and communication skills, as well as the ability to execute day-to-day tasks that meet realistic margin and revenue expectations.

    Key Responsibilities:

    • Initial contact with new patients to confirm their address, phone number, and emergency/secondary backup contact number
    • Contacting patients with emergency orders within 4 hours and scheduling home visits/deliveries within 8 hours
    • Answering calls and addressing them accordingly, or transferring them to the relevant department
    • Providing courteous customer service to patients (veterans and retail customers) in person, over the phone, or via email
    • Resolving customer complaints, concerns, and inquiries in a timely manner and recording them in the complaint log
    • Recording notes in the Customer Relationship Management platform of Salesforce and setting reminder notifications for follow-ups
    • Scheduling technicians directly and indirectly according to client specifications and requests
    • Arranging necessary repairs to restore service and comfort to clients
    • Communicating and relaying information from technicians in the field to clients in real-time
    • Preparing and monitoring daily work lists
    • Creating work orders through our software and monitoring them through to completion
    • Taking incoming calls from clients and technicians documenting service repair completion details
    • Monitoring electronic mailboxes for new service calls, requests for updates, and system-generated messages
    • Operating in multiple software applications both internal and client-driven
    • BUILDING AND MAINTAINING STRONG, LONG-LASTING CLIENT RELATIONSHIPS
    • Calling patients with completed service appointments to conduct Patient Surveys for Quality Assurance
    • Communicating with Technicians/Drivers to resolve any scheduling or home delivery concerns
    • Responding effectively to customers rejecting their orders, determining the reason, and offering possible alternatives
    • Preparing reports and correspondence as instructed by the supervisor
    • Processing and responding to daily emails to the main order intake and assigned work email

    Work Details:

    • On-Site in Lexington, KY; reliable commute or relocation required

    Pay and Benefits:

    • $19.00-$22.00 per hour
    • 401(k), 401(k) matching, dental insurance, health insurance, paid time off, parental leave, vision insurance

    Requirements:

    • 2-3 years of dispatching experience with customer service
    • 2-3 years call center work experience
    • 2-3 years of advanced scheduling experience
    • 2-3 years heavy inbound phone and email inquiries requiring clear communication with veterans and team members
    • 2-3 years managing proactive scheduling and communication
    • 2-3 years working in a metrics-driven environment
    • Able to express empathy and integrity
    • Results-driven mentality

    Working Hours:

    • Monday to Friday, 8:00 am to 4:30 pm

    Work Setting:

    • In-person in Lexington, KY
    • Office environment
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