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La Vergne

    Dispatch Team Leader - La Vergne, United States - The ICEE Company

    The ICEE Company
    The ICEE Company La Vergne, United States

    3 weeks ago

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    Description

    ** Dispatch Team Leader**

    **Job Category****:** Customer Service/Dispatch **Requisition Number****:** DISPA002361 Showing 1 location **Job Details**

    **Description**

    **OPPORTUNITY:**

    At The ICEE Company, the Worlds #1 frozen beverage brand, our constant focus is to provide the best possible service and product offerings to our customers. Each day, we are working to improve your ICEE experience through research and innovation to develop state-of-the-art equipment and bold, refreshing products and flavors. We are seeking an ambitious and energetic self-starter to join our dynamic Customer Service team as a Dispatch Team Lead. Under the supervision of the Dispatch Supervisor, the Dispatch Team lead is responsible for coaching new dispatchers, responding quickly and professionally to our clients inquiring about service, and leading our dispatch team to provide excellent support to our operations personnel in the field.

    **REQUIREMENTS AND RESPONSIBILITIES:**

    Prepares daily Dispatch Coverage Schedule on assigned days. Assigns and rearranges coverage based on absences or coverage gaps. Communicates changes in coverage to field personnel.

    Reassigns 8x8 phone queues according to daily coverage on assigned days

    Daily management of various mailboxes: Dispatch Supervisor mailbox, Dispatch Request Boxes, etc.

    Assists area dispatchers with questions, training needs, and concerns.

    Assists supervisor with call corrections (Verify-COR) and SOAFs.

    Professionally and skillfully handle escalated or upset Customers, both via phone and email, as needed.

    Enforces and upholds compliance with company and department policies at all times.

    Handles various other tasks delegated by Dispatch Supervisor as needed. Included but not limited to researching problem calls, reaching out to field personnel or customers for information, or updating various reporting.

    Performs other job duties as assigned by the Dispatch Supervisor.

    **COMPETENCIES:**

    To perform this job successfully, the Dispatch Team Lead must be self-motivated, detail oriented and able stay on task. They must have a proven ability to research and problem solve in a timely manner. The requirements listed below are representative of the knowledge, skill, and/or ability required.

    Prior Dispatching experience (service industry or similar highly preferred)

    Demonstrated ability to produce documents, spreadsheets, databases, etc. with Windows-based software, as well as proficiency with the Internet.

    Excellent communication skills, both written and verbal.

    Strong interpersonal skills to effectively communicate with employees, Management, and vendors.

    Excellent organizational and time management skills.

    Ability to act in a discrete manner in dealing with confidential records and sensitive information.

    Ability to manage multitask with changing priorities while meeting heavy deadlines.

    **EDUCATION AND EXPERIENCE:**

    High school diploma or equivalent

    2+ years prior dispatching experience (service industry or similar highly preferred)

    Customer-focused attitude, with high level of professionalism and discretion

    Proficiency with MS Office suite

    **LOCATION:** The ICEE Company Support Center LaVergne, TN.

    **BENEFITS:**

    The role includes base salary, eligibility to receive discretionary bonus after one-year of employment potential, Health/Dental/Vision Insurance, life Insurance, Paid Time-off, 401(K), and Stock Purchase Plan.

    **EQUAL OPPORTUNITY EMPLOYER:**

    ICEE is an equal opportunity employer and prohibits discriminatory employment actions against, and treatment of, employees and applicants for employment based on actual or perceived Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, national origin, ethnicity, alienage, religion or creed, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability or veteran's status, sex offenses, prior record of arrest or conviction, genetic information or predisposing genetic characteristic, status as a victim or witness of domestic violence, sex offenses or stalking and unemployment status.

    **Qualifications**

    **Skills**

    **Behaviors**

    **Preferred**

    **Leader****:** Inspires teammates to follow them

    **Detail Oriented****:** Capable of carrying out a given task with all details necessary to get the task done well

    **Team Player****:** Works well as a member of a group

    **:**

    **Motivations**

    **Preferred**

    **Self-Starter****:** Inspired to perform without outside help

    **:**

    **Education**

    **Experience**

    **Required**

    **2 years:** Service Dispatching

    **Licenses & Certifications**

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