Call Dispatcher


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Location

NY-Westbury

Classification

Full-Time

Description

The Call Dispatcher handles all incoming calls to the Store Support Help Desk in a timely manner, documents calls, routes calls to the appropriate level of support, and identifies trends of incoming calls.

Essential Functions

• Answer all incoming phone calls to the Help Desk in a timely fashion to minimize caller hold time.
o Answer each incoming call in 3 rings or less.
o Answer multiple calls simultaneously to keep queue time under 3 minutes.

• Ensure all incoming calls are documented.
o Open or update a ticket in the call tracking system for every incoming call
o Make sure all journal entries in the call tracking system contain the required information

• Route calls to appropriate level of support.
o Transfer calls needing immediate assistance to proper level of support personnel based on severity of problem
o Calls not requiring immediate attention will be assigned to a technician for call back. These assignments need to be equally distributed to the support staff.

• Identify and communicate trends or patterns of incoming calls to management.
o Immediately alert the Help Desk Supervisor and/or Managers of any trends of incoming calls in order for appropriate action to be taken to address any issue which might have a chain-wide impact on store systems functionality.

Qualifications

• Working knowledge of computer terminology. Knowledge of POS Hardware and peripherals is a plus.
• Excellent interpersonal skills, written and verbal communication.
• Knowledge of Office Productivity Software (MS Office, Word, Excel, etc.)
• Strong Customer Service perspective.
• Team Player.
• Professional, courteous telephone manner.
• Strong active listening and conflict resolution skills.
• High School diploma or equivalent required.
• 1 – 2 years of customer service, preferably in a call center environment.

 

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