Data And Dispatch Lead

JOB SUMMARY

This is a non-exempt position. The person in this role will handle a variety of branch-specific tasks along with some tasks that benefit the company as a whole. Tasks will include, but not limited to, answering incoming phone calls, relaying messages, ordering supplies, and check to process. This person must keep open & continuous communication with branch/company employees, managers, etc. This position reports to a local branch manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Duties will include, but are not limited to:

• Promptly answer incoming calls through the call flow program with the highest level of customer service.
• Transfer calls from incoming clients, Third Party Administrators & adjusters to the appropriate project manager or department.
• When answering phones, accept/decline "call-in" requests per current company process/guidelines
• Enter job assignments into the company's database
• Dispatch assignments and direct sale leads to the emergency service personnel ensuring contact is made in an expedited fashion
• Update external databases promptly to ensure the company stays in compliance

Leadership duties include:

• Monitoring calls taken by the dispatch team for quality assurance
• Reporting on call volume and presenting data to the Department Head of Operational Support
• Training all incoming Dispatchers
• Auditing job creation for all dispatchers to ensure accuracy
• Taking difficult calls from upset clients and difficult subjects
• Updating call flows and call routing in Nextiva
• Update the after hours schedule as needed
• Update contacts and new insurance companies into DASH
• ON/OFF response time management

SUPERVISORY RESPONSIBILITIES:

This position has no supervisory responsibilities.