General Description
The role of the Remote Customer Service Dispatcher I, is to support the operations of the afterhours Emergency Dispatch for Toho Customers. This is accomplished by replying to internal and external customer calls, processing requests; providing data and information to customer service field technicians; processing daily returns of work orders, entering and updating emergency work orders; assisting builders/contractor with new meter sets, process and audit reports to ensure key performance indicators are met and more. This position requires a high level of multi-tasking and organizational skills. Other duties include operating various computer systems and software; ability to be logged into the phone queue within Cisco phone system while communicating via radio.

Essential Functions

• The key responsibility is to be the control center for all incoming and outgoing field work for customer service and field operations. In addition, they are the central communication point between departments cross functionally (i.e. Field Operations, Engineering, Finance, Billing/Collections, Call Center, CSFT etc.)
• Ensures that key performance indicators are met by running detailed reports for the customer service manager and customer service director which include Star reports, High Consumptions, duplicate, negative, reception, non-numeric, meter sets, CSI and backlog within the designated deadline determined by the customer service manager and customer service director.
• Dispatch calls to field technicians using multiple computer software to the respective zones ensuring customer requests and/or emergency calls are completed within a timely fashion.
• Processes service orders efficiently with minimal error to ensure they are fulfilled by Field personnel. Ensure that all work orders scheduled to the customer service field technicians are returned to avoid missing tickets and ensure accuracy. Other duties as assigned.

Minimum Qualifications

• A minimum of a high school diploma or GED issued from an approved GED Administrator.
• Minimum of one year relevant experience.
• Must possess and maintain a Valid State of Florida Class E Driver's License.

Physical Demands
PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and bend, kneel, squat, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORKING CONDITIONS:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. Environmental factors include indoor, flat surface, noise, sitting with occasionally walking and standing.
Virtual remote work from home expectations require a quiet area in your home free from distractions and noise, high speed internet, computer, phone and two way radio provided by Toho.

Job Type: Full-time

Pay: $38,604.80 - $59,612.80 per year

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