Dispatch/Route Specialist in McClellan Park, CA at Sears Home Services

Date Posted: 8/29/2018

Job Snapshot

Job Description

Req/Job ID: 939621BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Customer Service
Store ID: 04265: Sears Region 890 Routing Ctr

Job Summary:

Engages in daily activities to ensure that routes are efficient for the scheduled day, require minimal technical intervention, minimize costs to the business and keep promises to customers.

Job Requirements

Responsibilities/Skills/ Experience Requirements:

• Contacts customers

• Creates service orders (add-ons, corrections) as overflow from Service Order Clerical function

• Responds to escalated customer service issues

• Works through excess capacity (find jobs in SERVICEPower)

• Addresses Unresourced and Jeopardy trays (routing exceptions)

• Responds to technician route concerns

• Addresses unplanned unavailability (technician absenteeism)

• Monitors NPS inquiry screen

• Monitors NPS message screen

• Considers and escalates special order requirements that may affect workload balance

• Maintains routes taking into consideration district parameters and technician work/life balance

• Notifies both the routing manager and technical manager of any route status irregularities or unusual requests by technicians to
ensure timely service delivery to the customer

• Communicates all requests for overtime to both the route manager and technical manager

• Considers technician and call locations when evaluating service order assignments

• Uses system tools to evaluate route solution efficiency and predict impacts to the business and customers

• Communicates with routing team, technicians, customers, support departments and management on any issues that might affect
timely delivery to the customer

• Provides feedback on call growth, group specialization, road speed or any other parameter that might improve/affect the routing solution

• Send/Answer message or phone calls as required by the business

• Miscellaneous duties as assigned

• Must be 18+ years of age