Job Description

Dispatcher

Location: North Canton, OH 100% on-site, North Canton, OH 44720

Schedule: All shifts available include nights and weekends

Training: Two weeks (Week 1: 8:00 AM--4:30 PM; Week 2: schedule may mirror long-term shift)

Overtime: Available and may occasionally be required based on business needs

Responsibilities:

• Monitor real-time operation of the Call Management System to ensure Service Level Agreements (SLAs) are being met and Customer Service Engineers (CSEs) are actively assigned to calls.
• Maximize productivity by continuously monitoring the Call Management System and CSE availability.
• Record and update CSE unavailability in the system for emergency situations and notify the Business Team as needed.
• Review and prioritize call lists; determine urgency and schedule appropriately with CSEs, the Business Team, and customers.
• Utilize team and geographic knowledge to provide feedback that improves resource efficiency.
• Participate in conference calls and team meetings as required.
• Escalate urgent service needs and CSE-related issues to the appropriate management team.
• Assist in training new Dispatchers on the Call Management System and standard processes.
• Process customer escalation requests for service updates (e.g., ETAs, part updates, appointment confirmations).
• Contact customers with estimated times of arrival as necessary.
• Support field technicians through phone and email communication.

Qualifications:

• Previous Customer Service experience required.
• Reliable and dependable with strong organizational skills.
• Ability to think logically and efficiently in fast-paced environments.
• Excellent verbal and written communication skills; able to collaborate effectively in a team setting.
• Proficient in Microsoft Word and Excel.
• Demonstrated ability to learn new systems/software quickly.
• Associate's degree preferred.
• Experience in customer service, banking, call center, field service, or high-volume scheduling strongly preferred.

Additional Information:

• All shifts available -- including days, evenings, and weekends.
• 100% on-site position in North Canton.
• Overtime may be required depending on business needs.
• Excellent opportunity to join a fast-paced, team-oriented environment.

Education:

• Associates Degree

Contact Information:

Luke Slabe

lslabe@emeraldresourcegroup.com

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