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Dispatch Agent - Irving, TX

Irving, TX 75063

Posted: 09/23/2019 Employment Type: Contract To Hire Industry: Other Area(s) Job Number: 7244 Pay Rate: 16.00
Dispatch Agent - Irving, TX
How Much You’ ll Be Making 

Dispatch Agent makes $16/hr. 

What You' ll Be Doing 
  • Service Ticket Management
    • Route calls to tech support, Tier 1 Parts, or Cencon Support
    • Create PM tickets upon request of FSEs
    • Notify FSEs of tickets if unanswered after 10 mins.
    • Call for ETA updates if the current ETA is 10 mins past what was entered.
    • Call for hourly status updates on tickets starting after a FSE has been onsite for 1 hr
    • Dispatch “ Non-Dispatch” tickets
    • Verify that system dispatched tickets are assigned to the correct FSE
    • Cancel duplicate tickets
    • Create Pendum Tickets
    • Update the times
    • Close Pendum tickets
    • Check Interface hourly to make sure tickets are coming in
    • Send out delayed tickets report to managers when service hours have ended
    • Complete Vendor Meets
    • Call or email techs to notify them of their meets
    • Send report to managers advising them of upcoming meets

  • Phone System Management

    • Answer Inbound Dispatch/Deployment Calls

    • Respond to dispatch/deployment emails on InContact
  • Deployment Support Call Management
    • Update Tracking Sheet for Deployment activity
    • Send Status Report every 3 hrs starting at 2 PM, until all activities are complete
    • Set up tracking sheet for the following day
    • Create install tickets for the following day
    • Send Time Sheet Report
    • Update notes in Quickbase for Deployment activity

  • Miscellaneous

    • Respond to email requests in Outlook

    • Manually Open/Close locks for Pendum techs

Why You' ll Be Awesome for This Job 
  • Strong Customer Service Skills
  • Strong analytical and problem solving skills
  • Strong skills in all MS Office products – specifically Excel
  • Positive and energetic attitude
  • High School diploma with 3+ years of relevant experience
  • Previous call-center analyst and problem solving experience

Who Are We? 

RPC Company is a Nationwide staffing firm, located in Dallas, TX, Fort Worth, TX and Springfield, MO. RPC was founded in 2002 as a firm that combines a hands-on approach with industry expertise and national reach. We are a Veteran Owned Small  Business; HUB  Certified staffing company; a proud member of the Association of the United States Army & American Staffing Association; one of Dallas Business Journal’ s Top Hispanic Owned Companies; an INC. 5000 America’ s Fastest-Growing Private Company; a  three time  winner of Clearly  Rated’ s  Best of Staffing award; and one of Forbes’ America’ s Best Professional Recruiting Firms. 
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