[Remote] Dispatch Agent- Dallas, Texas

Note: The job is a remote job and is open to candidates in USA. GLORY is a company that specializes in customer service solutions, and they are seeking a Customer Service Dispatcher. The Dispatcher is responsible for dispatching cases to technicians and processing customer service requests efficiently while meeting SLAs.

Responsibilities

• Efficiently schedule available service engineers by determining the best fit scenario according to customer SLA, engineer hours, availability and skills
• Accurately and efficiently process customer service requests according to department policies and procedures
• Meet daily targets for department and individual key performance indicators (KPI’s)
• Provide support to customer service engineers and internal customers by handling their inquiries and requests
• Escalate engineer and customer issues and complaints through the proper channels for resolution
• Inform proper internal stakeholders of problems which could jeopardize the ability to meet customer expectations and contractual obligations
• Complete various other tasks as assigned by the Dispatch Supervisor and/or Manager
• Other duties as assigned

Skills

• High school diploma or GED
• Previous customer service or dispatching experience a plus
• Highly self-motivated with keen attention to detail
• Excellent customer focus and outstanding communication and interpersonal skills
• Strong problem-solving skills
• Ability to work under pressure and effectively prioritize competing demands
• Experience utilizing Microsoft Office products (i.e., Outlook, Word, Excel, Access, etc.)
• Professional and respectful demeanor
• Active participation in process improvement initiatives/projects is a plus
• Ability to work in a virtual fast paced environment
• Team oriented
• French speaking preferred

Benefits

• 401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution
• Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield
• MDLive – 24/7 Virtual Doctor plus a Nurse Line
• Dental insurance
• Vision insurance
• FSA / Dependent Care
• Voluntary Life Insurance
• Basic Life insurance and AD&D – Company paid
• Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid
• Paid Vacation – start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your first full year and vacation hours increase based on years of service
• Paid Sick days based on City/State requirements
• Paid Holidays – 9 to 11 days based on start date
• Professional development assistance
• Education assistance
• Adoption Assistance
• Legal and ID Theft plans
• Annual Bonus opportunity
• Opportunities for internal promotions/career advancement

Company Overview