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.