Primary Role

The Dispatch Specialist utilizes the dispatch tool to provide service delivery excellences for customers, clients, partners and the business. Responsible for service order management to ensure business commitments and requirements are executed to compliance standards to meet partnership and customer expectations. Recommends opportunities for improvement through root cause and process gaps analysis. The Dispatch Specialist is responsible for monitoring contractor performance and generating reports. Handles escalations and exceptions. Will assist the administrator with daily tasks, special projects and develop curriculum and learning materials for Dispatch related processes and procedures.  Required to monitor contractor compliance and utilization of Dispatch. They will work closely with the Administrator, Contractor Network and Claims department in an effort to maximize usage and efficiency. Apply tool to drive customer obsessed behaviors and accountability. Provide assistance and service to partners, contractors, and team members across the HOS organization.

*This position can sit in Alton or Naperville, IL*

Key Accountabilities

• Ensure service delivery excellence throughout the life cycle of the claims service order
• Intraday job monitoring and customer feedback process
• Improve overall utilization of Dispatch platform
• Monitor contractor adherence/performance utilizing Dispatch software
• Communication and point of contact between Contractor Network, Contractor and Claims Department
• Assist with training, creating workflows, and the onboarding process to Dispatch 
• Produce Dispatch reports including performance reports/presentations to leaders, and trend analysis
• Track customer impact metrics: Avg. time acknowledge claim, to contact customer, avg. onsite time, time to close
• Serve as a tester for Dispatch defects and enhancements
• Research and resolve customer and partnership escalations         

Knowledge/Skills

• Strong organizational, sense of urgency and prioritization skills
• Strong analytical and problem resolution skills
• Ability to be effective in a fast paced, high volume work environment
• Effective verbal and written communication skills
• Self-manage, agile and ability to adapt to change
• Decision making within parameters of role
• Ability to establish and maintain respectful working relationships with co-workers, contractors, utility representatives and customers.
• Ability to effectively communicate, written and verbal
• Ability to work with minimal supervision
• Must be proficient in Microsoft suite, specifically excel, pivot tables, V-lookups, formulas and importing of data. 
• Familiar with the functionality of Dispatch software
• Knowledge of quality management and service order life cycle

Experience/Education

• 2+ years' experience in contact/service center
• Customer service, office administration and data analysis
• Advanced experience with Microsoft excel
• Associates in business or office administration degree preferred or equivalent combination of education and/or experience

Travel Requirements

• Minimal

Work Environment

• Office setting

Other

• Analytical skills focused on problem solving and process improvement in a rapidly changing environment
• Strong interpersonal skills including mentoring, coaching, collaborating, and team building
• Strong knowledge and understanding of business needs with the ability to establish/maintain high level of customer trust and confidence
• Excellent decision-making ability, balancing what is right with what is realistic
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
• Possesses a high energy level, sense of urgency, decisiveness and an ability to work well under pressure
• Possesses a curiosity and a passion towards engaging the imagination of line of business leaders in grasping and enabling the fundamentals of change
• Demonstrated ability to work and team with a multitude of different people from various lines of business
• Strong verbal and written communication skills for a wide variety of audiences including proven ability to deliver conference presentations
• Creative approach to problem-solving with the ability to focus on details while maintaining the “big picture-view”

Competencies