Dispatch Agent

Job Description

A retail employer in the Cincinnati area is seeking Dispatch Agents to support the facilities maintenance and engineering team. Daily responsibilities include answering inbound phone calls and emails regarding facilities work orders, troubleshooting reported events with field technicians in all 2,700 stores nationwide, and providing a high level of customer service through voice and written interactions. Agents will leverage multiple systems and communication platforms, including voice contact center technology, to efficiently manage and resolve service requests.

The primary goal of this team is to protect the client against product loss in stores while delivering an exceptional support experience to field technicians and divisional leadership. Dispatch Agents will coordinate service with on-site technicians, store management, and other internal stakeholders to ensure timely issue resolution. This role requires heavy multitasking, the ability to navigate multiple applications simultaneously, and adaptability when responding to changing priorities and business needs. Successful candidates will have experience with triaging and prioritizing tickets/work orders, change management, customer support, and a background in a Level 2 or Level 3 support environment.

Skills and Requirements

3+ years of Level 2 or Level 3 Help Desk, Service Desk, or Technical Support experience. Experience triaging and prioritizing tickets/work orders in a fast-paced environment. Strong customer service through phone-based (voice) support interactions. Experience supporting technicians, customers, or end users while maintaining a high-quality service experience. Change management experience. Experience with Five9 or similar voice contact center platforms. Facilities management platforms and other software (Maximo, ServiceNow, ServiceChannel, fmPilot). Manufacturing, production, or big box retail experience. Autonomous system diagnostics and troubleshooting.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].