Dispatcher 3 (Red Oak, IA) Job in Not Specified, Iowa US
Dispatcher 3 (Red Oak, IA)
Description DIRECTV is currently seeking a Dispatcher 3 to join its Red Oak, IA team. The Dispatch 3 position is responsible for taking all necessary steps to improve completion rates by preventing unnecessary cancellations. This includes resolving customer escalations and monitoring cancels as reported by technicians. This includes utilizing Siebel/RIO software and interaction with technicians and local offices is required. Essential Duties and Responsibilities include: Follows all Dispatch policies and procedures with dedicated focus on preventing customer cancels. Answer phone promptly and professionally. Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and accurately. Thoroughly and efficiently gather customer information, assess and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document the interaction in Siebel/RIO. Makes autonomous decisions to resolve customer issues within the guidelines of company policy. Maintain a balance between company policy and customer benefit in decision making. Processes and evaluates information received, prioritizes calls or activities and escalates issues accordingly. Follow up with technicians or local sites as needed to resolve customer issues; this includes facilitation of technician issues with local supervisor or manager with an effort toward preventing a cancellation. Make sure technicians are following procedures correctly; document issues for management. Notify technicians of issues with activities (reschedules, cancels, etc) prior to the scheduled arrival time. Must meet or exceed the minimum performance standards. Cross trained to support Dispatch 1 and 2 duties and responsibilities, though the preponderance of daily work is related to customer service via escalation resolution. Other duties as assigned.