Dispatch Agents Core 1 and Core 2
Company: Coach-net Rv Motor Club Inc
Location: Grapevine
Posted on: April 24, 2024
Job Description:
Dispatch Agents Core 1 and Core 2 General Position
Description/Responsibilities Under the supervision of the Dispatch
Program Manager, the Dispatch Core 1 and Core 2 Agents, is
responsible for processing inbound and outbound calls to the point
of resolution, including customer service assistance, inquiries,
and complaints. They will provide the highest quality service while
ensuring that the caller's needs are met. Dispatch Resolution
Representative will focus on meeting monthly goals in NPS, CPE,
AHT, QWT and more. Responsibilities and Duties
- Provide roadside assistance to customers.
- Working Dispatches for Core 1 (Light Duty) and Core 2 (Medium
and High Duty).
- Answer Member and Vendor Call Backs.
- Work Digital Dispatches.
- Work White Glove and Manual Closed Loop as needed.
- Troubleshooting and resolving problems encountered by
customers.
- Educate and explain membership benefits and coverage.
- Keep current on all benefit/training information.
- Keep current all company and departmental policies and
procedures.
- Maintaining or exceeding minimum requirements of the CSR
Standards of Measurements.
- Adhere to all company and department policies.
- Log into network and e-mail and adhere to equipment
policies.
- Maintain acceptable levels of performance to include but not
limited to attendance, adherence, fulfillment, and all other
productivity and efficiency targets and objectives.
- Support safety and ergonomic standards.
- Acknowledging employee's birthdays and anniversaries.
- Support your fellow teammates.
- Adhere to our Core Values.
- Other duties as assigned.
Work Location and Schedule: Location: - - - - - - - - - - - - - - -
- - - - - - - - - - Grapevine, Tx and Lake Havasu City, AZ Typical
Work Week: 40+ hours, including at least 1 weekend day. Job Type: -
- - - - - - - - - - - - - - - - - - - - - - - Full-Time Starting
Wage: - - - - - - - - - - - - - - - - - Starting at $16.00, pay
increases based on completion of training(s), passing all exams,
and metrics. Requirements:
- Minimum 6- months Customer Service Dispatching skills.
- Excellent Customer Service Skills.
- Good verbal / written communication skills.
- Good analytical and problem-solving skills.
- Computer/keyboard experience and Internet knowledge.
- Ability to function in a team environment.
- Ability to think outside of the box.
- Mapping with Bing or Google maps and searching skills.
- Ability to work varied shifts and varied days off as
needed.
Education High school diploma or equivalent Benefits
- Medical, dental, vision, disability, FSAs, and life
insurance
- Paid Time Off and paid holidays
- 401K
- Pet Insurance
- 5-day work week
- Employee Assistance Program
- Training and Development Programs
- Legal Coverage
- Identity Theft Protection
- Referral Program
- And so much more---.
Our Mission To provide an exceptional RV Sales, service and
ownership experience that exceeds the expectations of our
customers. Our Vision To be the greatest RV Company the world has
ever seen. Our Purpose We are a purpose-driven company. Blue
Compass RV invests in our people, cares about our people, and
supports our people to have fulfilling careers and lives. Blue
Compass RV has passionate associates engaging with customers to
help them fulfill their dreams to see America, spend time together
with family and friends, meet new people, enjoy the great outdoors,
and create lasting memories. That is why we exist. To create
meaningful customer relationships for life. - Competencies
Attendance/Punctuality
- Is consistently at work and on time, ensures work
responsibilities are covered when absent.
Customer Service
- Manages difficult or emotional customer situations; Responds
promptly to customer needs; Solicits customer feedback to improve
service; Responds to requests for service and assistance.
Problem Solving
- Identifies issues on the call and responds appropriately;
suggests alternative solutions; Uses reason even when dealing with
emotional topics.
Interpersonal Skills
- Focuses on solving conflict, not blaming; Maintains
confidentiality; Listens without interrupting; Keeps emotions under
control.
Oral Communication
- Speaks clearly, persuasively and maintains a balanced tone in
positive or negative situations; Listens and uses clarification;
Responds to questions.
Written Communication
- Writes clearly and informatively, edits work for spelling and
grammar, presents numerical data effectively, able to read and
interpret written information.
Teamwork
- Exhibits objectivity and openness to others' views, gives, and
welcomes feedback, contributes to building a positive team spirit,
puts success of team above own interests, supports other's efforts
to succeed.
Judgment
- Exhibits sound and accurate judgment, makes good decisions,
keeps manager informed and includes appropriate people in the
decision-making process.
Dependability
- Follows instructions, responds to management direction, takes
responsibility for own actions, completes tasks on time or notifies
appropriate person of possible delays and/or issues.
Initiative
- Volunteers readily, asks for and offers help when needed.
Skills and Abilities
Language Skills - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - -
- Ability to read and comprehend simple instructions, short
correspondence, and memos. - Ability to effectively and quickly
communicate problem calls and complaints to supervisory staff.
Mathematical Skills
- o Ability to add and subtract two-digit numbers and to multiply
and divide with 10's and 100's. - Ability to perform these
operations using units of American money and weight measurement,
volume, and distance.
Reasoning Ability - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - -
- Ability to apply common sense understanding to carry out
instructions and assist customers quickly. - Ability to discern
issues and make suggestions based on information supplied by the
member.
Computer Skills - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - -
- To perform this job successfully, an individual should have
knowledge of Microsoft Windows software and Windows-based Internet
software and email. - Must be keyboard proficient with a minimum
speed of 30 words per minute and have the ability to handle
multiple computer programs simultaneously.
Work Environment
- The work environment characteristics described here are
representative of those an employee encounters while performing the
essential functions of this job. This role routinely uses standard
office equipment such as computers, phones, photocopiers, filing
cabinets and fax machines.
Keywords: Coach-net Rv Motor Club Inc, Grapevine , Dispatch Agents Core 1 and Core 2, Sales , Grapevine, Texas
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