Contact Center Dispatcher thyssenkrupp Elevator Corp 1,128 reviews - Tampa, FL We strive to make cities the best ever places to live, by advancing an industry that moves over 1 billion people each day. We are transforming our business by driving the industry norm and challenging ourselves, fostering a culture of internal and external collaboration, and building on our unique engineering capabilities to optimize existing and create new products and solutions for our customers that cater to real mobility needs. thyssenkrupp Elevator brings together the Groups global activities in passenger transportation systems. With sales of 7.2 billion euros in fiscal 2014/2015 and customers in 150 countries, thyssenkrupp Elevator built its position as one of the worlds leading elevator companies from scratch in a mere 40 years time applying thyssenkrupp unique engineering capabilities. With more than 50,000 highly skilled employees, the company offers smart and innovative products and services designed to meet customers individual requirements. The portfolio includes passenger and freight elevators, escalators and moving walks, passenger boarding bridges, stair and platform lifts as well as tailored service solutions for all products. Over 900 locations around the world provide an extensive sales and service network to guarantee closeness to customers. thyssenkrupp Elevator Americas is the largest producer of elevators in the Americas, with more than 15,500 employees, in over 230 branch and service locations. thyssenkrupp Elevator Americas oversees all business for the operations in the United States, Canada, Central and South America. It is a subsidiary of thyssenkrupp Elevator AG. Your responsibilities thyssenkrupp Elevator Americas is currently seeking a Contact Center Dispatcher in Tampa, FL. Job Purpose: This is an entry-level position into the tkE Dispatch Contact Center. This position interfaces through phone, text and email with branch personnel, field mechanics supporting tkE passenger transportation systems and customers utilizing those systems. Essential duties and responsibilities: * Answer all customer calls and emails routed to the Dispatch Contact Center * Identify the customers account, including cross referencing the active contract files to verify service obligations, special instructions, OT approvals and equipment location; involves notifying A/R if account is on service hold

• Create trouble ticket and route assignment per dispatching/ticket management system * Provide status updates to customers * Transfer calls appropriately * Receive incoming calls, texts and emails from field mechanics and branch operations management * Utilize dispatching / ticket management system to assign work to the proper mechanic; provide necessary follow up to ensure timely ticket acceptance and closure * Utilize GPS to locate nearest mechanic for elevator entrapments * Monitor Gantt view of mechanics ticket volume to make decisions on proper dispatch options * Perform all assignment confirmations and follow up responsibilities * Provide Subject Matter Expert support on dispatching / ticket management system application use and issues * Assist with system or process testing as needed * Meet or exceed Key Performance Indicator (KPI) targets for this role * Perform other job-related duties and projects as required Your profile Requirements: * High School diploma or equivalent * 2+ years of experience dispatching and/or customer service support in a similar trade workforce * Proven track record of working successfully in a collaborative team environment
• Excellent attendance record * Excellent communicator with the ability to problem solve, execute quickly, follow up and prioritize workload * Display effective interpersonal skills with all levels of employees, as well as the ability to positively and effectively communicate, verbally and in writing * Take direction in a positive manner * Prioritize multiple and changing responsibilities while being organized and detail oriented, with a proven commitment to customer service * Experience with Microsoft Word, Excel and Outlook * Type at least 50 words per minute, including numbers proficiency * Able to use multiple monitors * Utilize multi-line phone systems: forward calls, transfer calls, conference calls, etc * Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions INDHTF thyssenkrupp

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