Carousel Industries

  • Dispatch Coordinator

    Posted Date 3 weeks ago(5/30/2018 11:38 AM)
    ID
    2018-2372
    # of Openings
    1
    Job Location
    US-RI-Exeter
  • Company Overview

    Carousel Industries is one of the fastest growing IT companies in the US, poised for explosive growth. As a premier IT services firm, we offer an extensive portfolio of services and technologies that span the following areas: unified communications and collaboration, networking, data center, security, and cloud-based solutions. Through our partnerships with leading technology vendors—like Cisco, Avaya, Microsoft, HPE, and Fortinet, for example—Carousel offers innovative IT leadership, consultative, professional, and managed services to help our clients drive transformation within their organization.  Founded in 1992, Carousel serves more than 6,000 customers, including 35 of the Fortune 100. Carousel has been recognized by multiple publications and industry consortiums as a top technology integrator and managed services and cloud solution provider–including the Inc. 500/5000, Healthcare Informatics 100, and CRN MSP Elite 150. Headquartered in Exeter, RI, Carousel has more than 1,400 employees based in 27 offices–with three Network Operating Centers nationwide.

    We are searching for those who are fueled by an inner drive to make a difference and to push their professional and technical capabilities to the next level. If you are someone who wants to become the “go to person” or the “subject matter expert” in your field, then Carousel is the place for you. Ask Carousel employees what makes them stick around for five, 10, or 20 years, and they’ll tell you it’s the brilliant people with whom they collaborate and the opportunities for personal and professional growth.

    In addition to gaining a quantum leap in your technical IQ, Carousel is a fun place with a work hard / play hard mentality and an inspiring culture. Whether it’s assembling a team to compete in the next Tough Mudder or enjoying a summertime BBQ, Carousel employees consider their peers as family. To learn about our team and how you can be part of the Carousel family, find us at www.carouselindustries.com, Facebook, Twitter, and LinkedIn.

     

     

    Responsibilities

    I.   Customer Support

    • Build and maintain strong customer relationship through regular verbal and written communications.
    • Maintain rapport with customers, managers, and employees by arranging continuing contacts; research service challenges and develop methods to improve customer experience; set priorities; resolve problem situations.
    • Ensure coverage throughout assigned business day, to accommodate breaks, lunch hours and to support others during peak call hours.
    • Receive telephone, email and/or service order requests for performance of services.
    • Responsible to understand and communicate customer coverage and support based on associated carousel and third party agreements for services, hardware, and software.
    • Comply with all Carousel policies, processes and procedures.
    • Works directly with technicians/contractors to ensure on-time performance is met, in accordance with customer expectations.
    • Monitor and evaluate service quality to ensure compliance with service and procedural standards including but not limited to investigation of complaints with recommendations for corrective action

     

    II. Coordination of Resources

    • Verify equipment availability and shipment times with internal RMA team and/or Account Executives for necessary parts.
    • Provide part identification information as determined by technical staff to Sales Support staff to support the quoting process.
    • Follow up with technicians and/or vendors to ensure documentation is received at time of work performed to allow dispatcher ample time to verify accuracy and any follow up needed to resolution.
    • Ensure accurate entry of work log information, time spent, and other details of work performed into ticket management system.
    • Maintain a list of technical skill sets, on-call coverage rotation, and scheduling information for assigned support region(s).

    III. Queue Management

    • Assess the requirement and assign the work request based on service delivery and quality objectives (SLA adherence, skill set, region, etc.)
    • Be familiar with the service level agreements (SLAs) and the proper response times to call customers back on assigned service requests.
    • Notify the team leader and/or supervisor when service orders have failed the SLA. Ensure that service request potentially about to violate established SLAs are identified and corrected.
    • Coordinate with other lines of service before transferring or accepting service orders from other queues/teams.
    • Review available resources on a daily basis to determine assignments.
    • Follow and adhere to Carousel Service Incident Management procedures for assigning and tracking service requests. Validate proper severity based upon standardized work processes.
    • Ensure service order documentation is up to date and thorough with work performed, customer information, and internal notifications.
    • Check, validate and complete customer contact information submitted in service orders.
    • Reassign tickets to appropriate queue as necessary.
    • Maintain knowledge of applicable service level agreements.
    • Monitor and report to management long term trends of queues for SLA compliance.
    • Provide advice on potential process improvement for general service order and queue management.

     Non-Essential Duties and Responsibilities:

    • Performs other assignments as required to the overall dispatch responsibilities and customer needs.
    • Support Manager, Fields Operations in the generation of ad-hoc reports and data gathering to support analysis of business performance
    • Provide recommendations and input for training and development for Technicians to meet emerging trends in observed requests for service

    Qualifications

    • High School diploma or equivalent required.
    • Prior experience as a Customer Service Representative or as a Dispatcher.
    • Telecommunications knowledge a preferred.
    • Interest in being customer liaison with excellent written and verbal communications skills.
    • Prior experience with computer and database management programs.
    • A team player with strong collaboration skills.
    • Prior supervisory experienced preferred but not required.

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