Client Care Specialist I - Dispatcher

Company Overview:

At One Call Solutions, we are committed to providing reliable, compassionate, and efficient non-emergency medical transportation (NEMT) and PACE services to our community. Using innovative tools like the One Care Solutions Platform, we deliver exceptional care and dependable transport to patients and participants of all ages and needs. Our fast-paced, tech-driven team operates with professionalism and a friendly, community-oriented approach.

Job Summary:

The Client Care Specialist I - Dispatcher serves as the central point of communication for our clients, field service technicians, and internal teams. This role is critical to ensuring a seamless and positive customer experience by efficiently managing service requests, scheduling appointments, and dispatching technicians. The ideal candidate is an exceptional communicator, a natural problem-solver, and thrives in a fast-paced, dynamic environment. You will be responsible for coordinating all aspects of the service workflow, from the initial client call to the successful completion of the job, ensuring maximum operational efficiency and client satisfaction.

Key Responsibilities:Dispatcher

• Act as the primary point of contact for clients, handling inbound and outbound calls, emails, and service requests with professionalism and empathy.
• Accurately assess client needs, troubleshoot basic issues, and create detailed service tickets in the dispatching system
• Strategically schedule and dispatch field service technicians based on skill set, geographical location, and job priority to ensure timely service delivery
• Monitor and manage the daily work schedules of technicians, making real-time adjustments as necessary to accommodate emergencies, cancellations, or delays
• Maintain clear and consistent communication with clients and technicians, providing status updates, estimated arrival times, and other relevant information
• Resolve client issues and scheduling conflicts promptly and effectively, escalating complex problems to the appropriate manager when necessary
• Ensure accurate data entry and maintain comprehensive records of all client interactions and service activities

Dispatcher Operations

• Receive and process a high volume of incoming service requests via phone and email
• Gather and document critical information from clients to create detailed and accurate work orders, including issue description, contact information, and service address
• Utilize dispatch software to schedule service appointments, optimizing routes and technician workloads for maximum efficiency
• Assign jobs to the most appropriate technician, considering factors like technical expertise, current location, and parts availability
• Provide technicians with all necessary job details, schematics, and client history before their arrival on-site
• Track the real-time location and job status of field technicians to ensure they are on schedule and to proactively address any potential delays
• Manage appointment confirmations, rescheduling requests, and cancellations with clients

Interdepartmental Coordination

• Collaborate closely with the Dispatch Team to prioritize urgent service calls and manage technician capacity.
• Communicate with the Parts & Inventory team to confirm the availability of necessary equipment and materials for scheduled jobs.
• Work with the Sales and Account Management teams to schedule new installations and follow-up service for existing clients.
• Coordinate with the Billing department to ensure work orders are completed accurately for timely and correct invoicing.

Compliance & Reporting

• Meticulously maintain client records and service logs within the company's CRM and dispatching software
• Ensure all dispatched jobs are properly documented, updated, and closed out in the system upon completion
• Assist in generating daily, weekly, and monthly reports on key performance indicators, such as call volume, response times, and job completion rates
• Adhere to all company policies, procedures, and established service level agreements (SLAs) to guarantee consistent quality of service

Work Environment & Schedule:

• Full-time, on-site position with availability for rotational shifts, weekends, or on-call support as needed.
• Fast-paced, tech-focused, and collaborative team setting.
• This position operates in a professional, fast-paced office or call center environment. The role requires prolonged periods of sitting and extensive use of a computer, multi-line phone system, and dispatching software

Job Types: Full-time, Permanent

Pay: Php17,000.00 - Php25,000.00 per month

Benefits:

• Company events
• Health insurance
• Opportunities for promotion
• Pay raise
• Promotion to permanent employee

Experience:

• relevant: 1 year (Required)

Language:

• English (Required)

Work Location: In person