Dispatcher/Customer Service Representative - Full-time / Part-time

Job DescriptionJOB SUMMARYResponsible for dynamic job assignment, technician tracking, and job rescheduling functions using technical workforce management tools in dispatch centers. Also responsible for relaying and recording information to field personnel via radio, telephone, messaging or other form of communications. This is an entry level position for this job family.MAJOR DUTIES AND RESPONSIBILITIESActively and consistently support all efforts to simplify and enhance the customer experienceRespond to customer service requests by prioritizing and dispatching service requests to available installation or service technicians; act as liaison between technician and customer service employees. Assist in driving field productivity through efficient call handling and support.Pre-call any customers that fall out of the automated pre-call system to verify issue, scheduled appointment date and time and reschedule missed appointments.Troubleshoot and resolve issues by fixing the customers problem over the phone with the customer whenever possible eliminating unnecessary truck rolls. Escalate any issues outside of your technical scope.Record customer service calls into computer to provide accurate customer service history in each customer account and record of service calls. Follow where's my tech guidelines when notating accounts.Assist the technicians over the phone by sending hits to DCT's, troubleshooting MOXI, SVOD, VOD, HDTV, Cable Cards and High Speed Internet issues to ensure all services are working for the customer.Close work orders using proper solution and clear codes. Ensure billing is complete and accurate by verifying the services installed are reflective of the services on the account along with the appropriate one time charges being added to the account.Record and classify all inbound calls with the Call Tracker tool.Perform other duties as requested by supervisor.Requirements REQUIRED QUALIFICATIONSSkills/Abilities and KnowledgeAbility to adhere to local and federal regulations and company policiesAbility to lift up to 25 lbs.Ability to prioritize and organize effectively with a keen sense to detailAbility to work in a fast paced, high pressure, environmentAbility to multi-task using multiple software programs simultaneouslyAbility to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional mannerAbility to use personal computer and software applications (i.e. word processing, spreadsheet, billing systems)Ability to utilize dispatching equipment such as telephone, pagers, mobile radioAbility to read general system layouts from blue printsAbility to wear telephone head setAbility to work independentlyAbility to work seated for prolonged periods of timeKnowledge of basic mathematics Why Kelly®?At Kelly Services®, we work with the best. Our clients include 95 of the Fortune 100™ companies, and more than 70,000 hiring managers rely on Kelly annually to access the best talent to drive their business forward. If you only make one career connection today, connect with Kelly. About Kelly Services® As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2016 was $5.3 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter. Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.]]