Top Customer Service Executive jobs in Philadelphia, PA

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***Compensation is Negotiable Based on Experience***

***This position has potential for hybrid or fully remote based on the performance of the individual after training***

Title: Operations Specialist - Dispatcher
Department: Operations

Reports to: Dispatch/Customer Svc Supervisor

Direct Reports: None

Status: Hourly/Non-exempt

Primary Duties

· Order Assignment: To ensure each EMS service order is properly assigned and completed by a qualified technician from our Nationwide Network in accordance with the expectation of the customer. Must be prepared to go through all reasonable lengths to avoid any service failure from occurring.

· Service Quoting: Work with customer service and our technician network (existing/new) to prepare customized price quoting for service orders as needed and, in a time, sensitive manner. Pricing will be discussed with management to determine markup and will be based on an average of multiple providers.

· Profitability Analysis: Continuously look for opportunities to improve company profitability per job through ongoing negotiations with technicians on their core pricing, volume-based discounts, trip charge negotiations, etc. Each job should be fully reviewed to ensure EMS has maximum profit while remaining fair to our technician partner.

· Emergency Response: Address and responds to all service emergencies in a time critical manner. This includes “rush” orders, “resub” requests for any reason, and any other unforeseen event or matter.

· Tech Relationship Management: Continuously work to maintain a positive and professional working relationship with all technicians in the company’s Nationwide Network. Make efforts to know each of them on a personal level, invest time, when possible, in conversation and attempt to convey that we appreciate them and what they do for us.

· Technician Network Expansion: Proactively source and cultivate relationships with new service providers throughout the US and Canada. Network through existing technicians to try to find new full 3rd party technicians, make use of online resources and conduct ongoing research towards this goal to ensure EMS has proper coverage in all major territories.

· Team Cooperation: Partner with all EMS employees and departments at all times to ensure the overall mission of the company is completed on daily basis. Offer assistance and support to any department/employee in need and also remember to communicate when you are in need of assistance.

Secondary Duties

· Answering Phones: Assist all other EMS departments with answering all inbound calls as needed, following the company approved script for answering calls. When possible, assist the caller directly and do not immediately push them to customer service.

· Billing Resolutions: Assist the billing department in researching all billing discrepancies pertaining to such matters as services rendered, technician pricing, trip charges, etc. Answer all inquiries in a time sensitive manner.

· Claims Assistance: Assist in the thorough investigation and/or resolution of all company claims scenarios as requested. This includes gathering information from technicians to report to management, sourcing specialists needed for claim remediation, etc.

· Technician Record Retention: Ensure 100% compliance with all EMS requirements pertaining to Technician documentation. This includes W9, Certificate of Insurance w/ EMS named additionally insured, Approved Pricing List, etc. Nationwide Dispatcher must communicate and train our technicians on all required paperwork and will be required to follow up at times of renewal or as needed during auditing processes.

· Constant Communication: Nationwide Dispatchers must constantly be in communication with Customer Service, Technicians, management and each other to ensure our success. Verbal updates and work order notes are an essential part of this role and cannot be skipped. All parties involved in a situation should have all mission critical information available to them live as it occurs.

· Ongoing Education: Constantly strive to learn more about the industry, cross train in other departments/roles/processes, and aim to improve individual and group value to the company by becoming a more efficient and effective member. Encourage and aid in the continual development of others proactively and as opportunities present themselves.

· Local Dispatch Management: Participate in the direct order management of all local crew jobs as scheduled/directed. Become familiar with the local technician management process and how to assign daily job “runs” with consideration towards individual technician capabilities, time needed on job, effective use of technician time and overall profitability.

· All Other Duties As Assigned By Management

Qualifications

· High School Diploma or Equivalent

· Strong interpersonal and ability to communicate effectively both verbally and in writing

· High volume phone and data entry skills mandatory

· Ability to maintain professional relationship with office employees, client and subcontractors at all times.

· Highly organized and strong ability to multi-task in a fast paced/high pressure environment

· Desire to exceed customer expectations and raise the level of service of organization.

· Ability to meet both individual and department objectives. Comfortable with regularly re-adjusting priorities based on situational changes

· Intermediate level of PC Knowledge (Internet, Microsoft Suite, Google Suite)

· A personal drive to source a solution to any problem. Inability to accept mission failure

· High level of initiative and ability to work independent without regular supervision. Have the ability to prioritize and organize workload. Know what to do and when to do it effectively.

· Schedule flexibility. Must be able to work past scheduled shift end, participate in mandatory over-time and Saturday/Sunday hours as needed.

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Overtime
• Weekends as needed

Ability to commute/relocate:

• Riverside, NJ 08075: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Vendor management: 2 years (Preferred)

Work Location: In person