What are the responsibilities and job description for the Dispatcher II position at Quest Diagnostics?
Overview
Responsibilities include answering client pick-up request calls, planning and scheduling pick-ups, communicating with field operations and responding to customer inquiries/complaints. Assigns pick-ups to appropriate internal or external resources to ensure timely delivery to lab.Responsibilities
- Answers client pick-up request calls and enter into a dispatch system
- Determines if pick-up can be performed as requested by the client based upon multiple factors
- Assigns pickup and delivery destinations to courier
- Actively Listens to client concerns, conducts preliminary Research and forwards client to appropriate party or escalates issue to a Group Lead or Supervisor.
- May include other tasks as assigned
Qualifications
QUALIFICATIONSRequired Work Experience:
1 to 3 years Customer Service or Logistics Experience
Preferred Work Experience:
N/A
Physical and Mental Requirements:
Ability to sit for long periods of time
Knowledge:
- General knowledge of logistics operations
- Knowledge of Quest Diagnostics logistics’ policies and procedures
Skills:
- Ability to handle a high volume of telephone calls and work in a fast-paced environment
- Ability to learn Dispatch Application and accurately enter pick up requests
- Excellent computer skills, good working knowledge of Microsoft Windows and Office products (Word, Excel, Outlook)
- Excellent verbal and written communication skills
- Well organized, utilizes job aides, maps, etc., and can locate information readily
- Must be able to prioritize and handle multiple functions and service Multiple Regions simultaneously
- Ability to interface with other departments within the facility and company
- Ability to maintain confidentiality concerning information and data received
- Flexible and available based on staffing requirements; weekends, holidays, on-call and overtime
- Job Competencies include:
- Functional/Technical Skills
- Integrity and Trust
- Active Listening
- Negotiating Skills
- Problem Solving
- Drive for Results
- Composure
- Creativity
- Priority Setting
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