What are the responsibilities and job description for the Dispatch Resolution Specialist I and II position at Coach-Net RV Motor Club, Inc.?
Dispatch Resolution Representative I and II
General Position Description / Responsibilities
Under the supervision of the Customer Service Manager, the Dispatch Resolution Representative I and II, 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 $15.00, pay increases based on completion of training(s), passing all exams, and metrics.
Requirements:
Minimum 1 year customer service experience.
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.
Bilingual-English, French, or Spanish is desirable but not required.
Education
High school diploma or equivalent
Benefits
Employer-sponsored health, dental, and vision insurance.
Employer-funded Health Savings Account option.
Employer-paid life, short-and-long term disability.
401(K).
And much more!
Core Values
Honesty
Humility
Integrity
Family
Excellence
Courage
Servant's Heart
Salary : $15
