Customer Care Center Dispatcher - Coraopolis, PA


AMCOM A Xerox Company is looking for a Network Field Analyst!! Why Amcom Xerox ?
As an office-solutions provider, Amcom offers businesses the products & services they need to succeed, as an employer, we do the same for our employees.

Our investment in career development reflects our commitment to attracting, developing and retaining top talent. We continuously strive to build a great workplace and provide every opportunity for you to build a career that changes and grows with you.
A few of the many benefits of working for AMCOM A Xerox Company:

Full Benefits Package

  • Company Matched 401k, Medical, Dental, & Vision benefits- Company paid life insurance, long-term disability & more!
  • Career Advancement Opportunities - Paid training, leadership & development programs

In this role you will:

    • Answer inbound calls from customers seeking service on their equipment
    • Convey a high level of professionalism and efficiency so as to minimize customer anxiety and maximize customer loyalty
    • Provide first level assessment and triage of calls. Assist customers with troubleshooting and resolution of basic issues to avoid service calls.
    • Dispatch service calls to technicians to maintain response time goals.
    • Dispatch technicians according to their abilities, territories, and other designated criteria.
    • Understand individual customer needs and escalate situations for immediate resolution.
    • Monitor technician call volume; make adjustments when necessary.
    • Update and manage calls in assigned territory. Proactively communicate estimated time of arrival to customers.
    • Accurately enter service and parts calls placed by phone, email, or web.
    • Efficiently manage and follow up on out of geography service requests.
    • Research calls utilizing existing information, archived work orders, and interdepartmental interactions
    • Ensure timely processing of all chargeable service work orders to the Billing Department.
    • Understand and use the e-Automate software as it relates to the call center, contract inquiry, account holds, parts inquiries, and parts item look up.
    • Work closely with Field Service Managers to ensure strong communication and coordination.
    • Work with Parts department to ensure call completion in a timely manner.
    • Maintain a thorough working knowledge of each division and its products, contracts, and call types.
    • Communicate with management and team leaders regarding call concerns.

    Work Experience

    • Requires a minimum of one year of related experience, in a customer service setting, preferably a call center environment.
    • Proficiency in Microsoft Office applications (Outlook, Excel, Word)
    • Proficiency in database management and data entry
    • Comfortable multi-tasking in a Windows environment
    • Ability to type 45 words per minute
    • Ability to multi-task (type and talk)
    • Ability to learn proprietary databases
    • Superior customer service phone skills

    AMCOM is an Equal Opportunity/ AA Employer M/F/D/V, and maintains a drug-free workplace.

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