Customer Service Dispatcher

What We Offer:

• Career Development

• Competitive Compensation and Benefits

• Pay Transparency

• Global Opportunities

Learn More Here: https://www.dematic.com/en-us/about/careers/what-we-offer/

Dematic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

The base pay range for this role is estimated to be$38,000 - $86,000 at the time of posting. Final compensation will be determined by various factors such as work location, education, experience, knowledge, and skills.

What You Will Do In This Role:

• Respond to incoming inquires and/or requests regarding products and/or services.

• Support customers by logging new support case/updating support case, connect customer with appropriate Dematic employee while providing efficient and courteous service.

• Support Dematic employees by updating/closing support cases.

• Work with Dematic employees from various offices throughout the US to aide in customer support process.

• Answer customer calls via Purecloud. Our hotline handles calls for 5 different locations throughout the United States.

• Log customer calls, which includes customer contact, problem description, as well as all documenting ALL details of customer/engineer interaction (i.e. who was called, which engineer connected with the customer, etc.).

• Call specific engineers per support lists until an engineer is reached who is available to assist as well as documenting all interaction.

• Responsible to handle all customer and engineer emails that come in during shift (i.e. log new case, case updates, follow ups from customers/engineers, case closure, etc.).

• Follow up via phone call or email with customer as well as engineer on a regular basis until customer confirms issue resolved and case is completed.

• Maintain/update new as well as still open calls on Excel spreadsheet.

What We Are Looking For

• HS diploma or equivalent required. Specialized skill training/certification may be required.

• Experience with MS Office and cloud based applications.

• Previous experience in customer service preferred.

• High level of detail orientation.

• Ability to make decisions quickly and decisively.

• Desire to work independently.

• Reliable internet is a must for this position.

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