Field Service Dispatcher - Alpharetta, GA

Scientific Games, Inc.

JOB DESCRIPTION

 

Job Title: Field Service Dispatcher 

 

Reports to:  Dispatch Coordinator

 



  I.  Position Summary:



The National Response Center Dispatcher is responsible for the proper routing and scheduling of service incidents to 200+ technicians across 14 states.

 

 II. Responsibilities/Essential Functions

 1. Properly manage the dispatching of technicians for 14 active sites, including but not limited to the proper routing based on jurisdiction, priority and nature of incident. 2. Properly manage the call center service requests for 14 active sites, including but not limited to new service requests created, service requests assigned to technicians and manage the closure of service requests.

 3. Proper documentation of actions and situations on all call center service requests and escalating to Field Service Management when necessary.

 4. Properly manage Service Level Agreements for each active site and report any incidents that may exceed those agreements thus resulting in liquidated damages for the company. 5. Inform Dispatch Coordinator of any situations relating to technicians that may require escalation to Field Service Management.

 6. Responsible for performing quality assurance on all incidents entered by the Hotline Agents and providing feedback to the Hotline Coordinator for mentoring, training and addressing. 

 7. Provide an excellent level of internal customer service to the technicians.

 8. Responsible for meeting departmental metrics.

 Maintain and update database of contact lists for 14 active sites

 Document and report any abnormalities related to the Dispatch Integrated Voice Response system to the Dispatch Coordinator for research and correction.

 Continually provide updates to 200+ technicians regarding new service requests entered for each jurisdiction.

 

III. Position Requirements/Skills & Abilities

 

1.   One to two years of strong customer service experience.

 

2.   Strong oral and written communication skills.

 

3.   Efficiency in the use of PC applications including Microsoft Office Suite

 

4.   Excellent organizational skills.

 

5.   Excellent problem solving skills.

 Strong ability to multi-task