Dispatcher

CrossCom National, LLC is a recognized industry leader in retail voice, POS and data communications network implementation and maintenance. Founded in 1981, CrossCom provides national retailers with voice, POS and data communications systems solutions, including technology staging, asset management, installation, maintenance, cabling, rollout and chain-wide implementation. CrossCom National is the single source partner retailers depend on for in-store communications networking requirements.

The Dispatch Team at CrossCom National is directly responsible to ensure confirmation of technician's pre-call and daily site check in accordance with the Schedule Trip Time provided per each customer site visit. The Dispatcher is responsible for working time sensitive tasks created to ensure the timely arrival of the technician to the customer's site by the designated scheduled trip time with the required documentation. They are also responsible for the escalation back to the appropriate team of all issues that could affect the technician's ability to be onsite per the scheduled time required.

Responsibilities

• Confirm technicians arrive at the customer's site by the scheduled trip time
• Conduct time sensitive confirmation calls on 120+ work orders per day
• Collect specific information related to a successful arrival, confirm receipt of documents and post results in tracking system
• Monitor progress with the technician to verify he/she arrives to site on time
• Follow up on escalated work orders when the technician does not arrive to site on time
• Escalate work orders to the appropriate team when a technician is unable to meet the scheduled trip time
• Log in to Dispatch queue daily and be available to take calls from technicians and internal project team members
• Assist in training and orientation of new employees when necessary
• Dispatch 40-50 work orders per day based on priority
• Negotiate technician rates for labor and travel

Qualifications

• Bachelors Degree or a year of work experience in a business or customer facing setting, preferably in a telecommunications environment
• Intermediate expertise with Excel and Word.
• Bachelors or equivalent work experience preferred
• Excellent communication skills; outstanding phone etiquette, ability speak clearly and concisely
• Demonstrated ability to deal effectively and diplomatically with customers, subcontractors and internal departments
• Experience in an outbound call center supporting technology services a plus
• Experience with telephony, data or networking a plus.

***Train in office for up to 3 weeks and then after evaluated a hybrid schedule***

Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Experience:

• Telecommunication: 1 year (Required)

Ability to Commute:

• Buffalo Grove, IL 60089 (Required)

Work Location: In person