Oxygen Dispatcher - Customer Service Center

Oxygen Dispatcher -- Boise, ID

Job Summary:

The Dispatcher plays a critical role in delivering reliable and efficient services to veterans. This position involves scheduling, coordinating, and dispatching technicians for service appointments, assisting with remote equipment troubleshooting, and ensuring a positive experience for veterans. The ideal candidate will be adept in routing, problem-solving, and communication, with a focus on service quality and attention to detail.

Hours:

Hours will reflect the time zone that you will be dispatching. We need to ensure that coverage is maintained from 8AM – 4:30 PM M-F for the local VAMC that you are responsible for dispatching.

Key Responsibilities:

Scheduling, Route Planning, and Dispatching

• Develop and optimize technician routes up to two weeks in advance, considering veterans' needs and locations.
• Ensure timely technician dispatch for all service appointments, adjusting as needed based on technician availability, veteran location, and service urgency.
• Prioritize urgent setups (within 6 hours) and standard setups (within 24 hours).
• Communicate daily schedules and provide real-time route updates to technicians.

Travel Request Fulfillment:

• Oversee travel requests, ensuring alignment of equipment delivery and pickup dates.
• Ensure proper documentation of orders, delivery service appointments, and pickup arrangements.

Remote Troubleshooting:

• Provide remote support to veterans experiencing equipment issues, guiding them through basic troubleshooting steps.
• Escalate complex issues to the technical support team for immediate assistance.
• Document troubleshooting activities and outcomes in Salesforce.

Documentation and Verification:

• Ensure all technicians upload required documentation, including photos, and completed forms, after each service appointment.
• If a technician is unable to complete a job, update the work order within 24 hours, and attempt to reschedule the service promptly.
• Verify that asset information is accurately recorded for all dispatched services.
• Ensure compliance with maintenance schedules, verifying that all required maintenance checks are completed on or before their due dates.

Veteran Interaction and Customer Service:

• Confirm all scheduled appointments within 24 hours to ensure veterans are informed and prepared for their service.
• Accept and manage all phone calls from the Order Intake department related to scheduling, questions, troubleshooting, or location-specific concerns.
• Assist with the creation of work orders and help manage the overflow of emails from the Order Intake department as needed.
• Provide support for any rollover calls for other dispatchers within the same state, ensuring seamless assistance across all locations.
• Address veteran concerns or reschedule requests professionally, coordinating as needed to maintain service standards.

Qualifications:

• Technical Skills: Proficiency in scheduling and CRM software; familiarity with Salesforce is a plus.
• Communication: Strong verbal and written skills; able to communicate effectively with veterans, technicians, and VA representatives.
• Problem-Solving: Strong organizational and problem-solving abilities to manage scheduling conflicts and equipment issues.
• Additional Skills: Knowledge of veteran service locations and experience with quality assurance.

Physical Requirements:

• Ability to perform computer-based tasks for extended periods.

Notes:

• Responsibilities and tasks are subject to change based on the evolving needs of the company.
• All work will be monitored through key performance indicators (KPIs) tracked by management to ensure compliance with established metrics and standards.

Compensation:

• $18 to $23 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Ability to Commute:

• Boise, ID

Ability to Relocate:

• Boise, ID--Relocate before starting work (Required)

Work Location:

• In-person located in Portland, OR warehouse

Job Type: Full-time

Pay: $18.00 - $23.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Morning shift
• Night shift
• No weekends

Work Location: In person

Salary : $18 - $23