Route Specialist/Dispatcher in Lake Mary, FL at Sears Home Services

Date Posted: 11/8/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Lake Mary, FL
  • Date Posted:
    11/8/2018
  • Job ID:
    959744BR

Job Description

Req/Job ID: 959744BR
Employing Entity: Sears Home Improvement Products, Inc.
Employment Category: Regular, Full-time
Job Function: Call Center
Store ID: 24626: Lake Mary Call Center-Corp

The Route Specialist is responsible for managing the daily activities necessary to create and maintain routes that are efficient for the scheduled day, require minimal technical intervention, minimize costs to the business, and ensure promises to the customers are kept.

Responsible for routing approximately 300 service technicians nationally.

Job Requirements

JOB DUTIES/RESPONSIBILITIES:

• Creates and maintains routes, taking into consideration District parameters, system logic, and Technician work-life balance
• Monitors route status, and notifies both the Routing Team Manager and District Technical Manager of any route status
irregularities or unusual requests by Technicians to ensure timely service delivery to the customer
• Uses system tools to evaluate route solution efficiency and predict impacts to the business and customers
• Communicates with Routing team, Technicians, customers, Support departments, management changes or 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 or affect the routing solution
• Evaluates required capacity and scheduled capacity for the route being created, and works with District to close the gap
• Creates service orders (add-ons, corrections) as overflow from Service Order Clerical function
• Manages excess capacity (find jobs in ServicePower) and Jeopardy tray
• Manages unresourced tray and Routing exceptions
• Monitors and blackens routes to match available technical capacity for the day, filling free time and reducing overtime
• Performs other duties as assigned

REQUIRED SKILLS:

• Knowledge of Internet-based applications
• Excellent communication skills, both verbal and written in English
• Outstanding customer service skills
• Strong computer literacy and phone etiquette skills
• Strong organizational and time management skills
• Knowledge of teamwork principles (work flow coordination, cross-training, problem solving)
• Strong quantitative, analytical and problem solving skills
• Ability to frequently lift or carry up to 10 lbs.
• Ability to constantly reach outward, handle and finger objects, sit, and type using a keyboard
• Ability to occasionally bend, squat, kneel, twist, turn, reach above shoulder, stand, and walk

PREFERRED SKILLS:

• High school diploma or General Education Degree (GED)
• Some college

#HomeServices
24626