Dispatcher

Requires knowledge of basic Windows based personal computer operationsSpeak and write in a clear and understandable manner for internal/external relationsUnderstand and use proper grammarMaintain a pleasant telephone voice and must be capable of learning and using proper phone etiquetteMaintain a pleasant and calm demeanor in emergency situations or with entrapped passengersRequires ability to type at least 50 words per minute, including numbers proficiency, and should possess a working knowledge of general office equipmentResponsibilities:Essential duties and responsibilities:Responsible for the timely disposition of incoming calls from customers experiencing problems with the equipment covered under a service contractProfessionally greeting the customer, obtaining adequate identification from the customer, cross referencing the active contract files to verify service obligation and special instructions,Dispatch the appropriate service technician, and providing the necessary follow up to ensure appropriate hand-off or call closureHandle all calls originating from elevators including attempting to calm trapped passengers, discerning emergency situations from nuisance calls, contacting appropriate local authorities or agents, and maintaining communication with the customer if appropriateUse appropriate phone etiquette and thorough knowledge of call center processes to receive trouble calls from customers with service contracts, record necessary information to the call center information system, and follow local procedures to ensure a designated local agent has received control of the problemRequires use of oral and written communication; involves working within established office environment under normal lighting and climate control tolerancesInvolves lifting computer equipment weighing up to 50 lbs.Requires the ability to distinguish color coded computer functionsUses periods of high concentration and knowledge of how to handle emergency situations following a defined set of proceduresRequires the ability to maintain voice contact in an effort to reassure the passengers and to use judgment in contacting appropriate agents or local authoritiesFollow predefined procedures to escalate calls to appropriate level of authority when unable to move call responsibility to designated agentInvolves use of judgment on call escalationProvides direct clerical support for the entry of call center data into the call center information system and to perform filing, report generation and report distribution functionsPerforms other various job duties as may be assigned