NHS Human Services, Inc.

Dispatch Agent -Flexible Location Flexible/Watertown, WI

City/State Watertown/WI

Location United States/Watertown, WI

Department Service - Call Centre/Customer Service

Apply Now (https://lde.tbe.taleo.net/lde02/ats/careers/v2/applyRequisition?org=GGS&cws=74&rid=9006)

We're Hiring! Dispatch Agent Watertown, WI - Remote

GLORY OFFERS: 401k plan with company nonelective contribution in addition to an employer match Education Reimbursement, Comprehensive Benefit Package including tuition and adoption assistance, Bonus Opportunities, & Career Advancement

COMPANY OVERVIEWGlory is a global leader in cash technology solutions,and together we serve the retail industry across grocery, big-box retailers, convenience stores and entertainment. Weprovide unparalleled product quality, service, and support. Our people, culture, and history are essential to helping usaccomplish that mission.

Our cash automation technologies and process engineering services help businesses in more than 100 countriesoptimize the handling, movement, and management of cash. While we span the globe, we personally engage witheach customer to address their unique challenges and goals; enhancing staff efficiency, reducing operating costs andenabling a more engaged customer experience.

We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this byreleasing companies from the burden of cash management, putting cash to work, and helping customers enhance thevalue that their staff and facilities add to their business.

ROLE PURPOSEThe Customer Service Dispatcher is responsible for dispatching cases to qualified technicians in a timelymanner according to customer SLA’s, engineer hours, availability and skills. Dispatchers process customerrequests for new and existing service calls in a courteous, professional manner through multiple channelssuch as phone calls and emails.

MAIN RESPONSIBILITIES:

• Efficiently schedule available service engineers by determining the best fit scenario according to customerSLA, engineer hours, availability and skills.

• Accurately and efficiently process customer service requests according to department policies and procedures

• Meet daily targets for department and individual key performance indicators (KPI’s)

• Provide support to customer service engineers and internal customers by handling their inquiries and requests

• Escalate engineer and customer issues and complaints through the proper channels for resolution

• Inform proper internal stakeholders of problems which could jeopardize the to meet customer expectationsand contractual obligations

• Complete various other tasks as assigned by the Dispatch Supervisor and/or Manager

• Other duties as assigned

REQUIRED EDUCATION AND QUALIFICATIONSEducation Level:High School Diploma or General Education Degree (GED)

Qualifications: Previous customer service or dispatching experience a plus

REQUIRED SKILLS AND COMPETENCIES

• Highly self-motivated with keen attention to detail

• Excellent customer focus and outstanding communication and interpersonal skills

• Strong problem-solving skills

• Ability to work under pressure and effectively prioritize competing demands

• Experience utilizing Microsoft Office products (i.e., Outlook, Word, Excel, Access, etc.)

• Professional and respectful demeanor

• Active participation in process improvement initiatives/projects is a plus

• Ability to work in a virtual fast paced environment

• Team oriented

PAY RANGE: $14-$19/hour. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; education; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility.

BENEFITS:• 401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution• Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield• MDLive – 24/7 Virtual Doctor plus a Nurse Line • Dental insurance• Vision insurance• FSA / Dependent Care• Voluntary Life Insurance• Basic Life insurance and AD&D – Company paid • Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid • Paid Vacation – start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your first full year and vacation hours increase based on years of service• Paid Sick days based on City/State requirements • Paid Holidays – 9 to 11 days based on start date• Professional development assistance• Education assistance• Adoption Assistance• Legal and ID Theft plans• Annual Bonus opportunity • Opportunities for internal promotions/career advancement • Company Vehicle/Insurance – this benefits only applies to certain positions

GLORY SPIRITSThe Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory andas such represent the foundations of our behaviour globally to lead us to realise our mission:

Value Creation- strive to create value for customers

Self-Starter- understand the objectives of your own work and are proactive in achieving goals

Collaboration- respect diversity and create a culture of collaboration to work with each other to achieve a commongoal

Integrity- understand Glory’s mission and act with responsibility and pride to realise achievement and act and behavewith high integrity and a strong sense of ethics

Own Growth- leverage our own talent and achieve personal development by adopting a broader perspective; lookingbeyond our own work.

DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assignedto this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required ofpersonnel so classified.

An Equal Opportunity / Affirmative Action Employer / An E-Verify EmployerIt is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminateagainst any applicant for employment because of race, color, religion, national origin, sex, age, disability, protectedveteran status, or any other status protected by federal, state or local law governing the Glory Global Solutions, Inc.location to which this application is submitted.

Third Party AgenciesUnsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Gloryreserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidatehire except where a formal written agreement is in place between Glory and the Agency to source candidates for aspecific role.

Physical Demands and Work Environment StatementThe physical demands described here are representative of those that must be met by an employee to successfullyperform the essential functions of this job. Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.While performing the duties of this job, the employee is frequently required to:1. Stay at their desk for long periods of time.2. Move to other locations.3. Use a computer, phone, printer, and headset,4. Read documentation.5. Write documentation.6. The ability to read, complete simple math calculations, and withstand moderate amounts of stress are importantin achieving job objectives.The Customer Service Dispatcher works from home. The noise level in the work environment is usually quiet. Theymay be required to work weekends or holidays to meet business needs.The work environment characteristics described here are representative of those an employee encounters whileperforming the essential functions of this job. Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.

An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer

It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by state or local law at the Glory Global Solutions, Inc. location to which this application is submitted. In addition, as a Federal Government contractor, all Glory Global Solutions, Inc. locations are affirmative action employers.

EEO Information http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf