Dispatch Manager

Jones Covey Group, Inc. is a full-service fuel system contractor specializing in above and underground fuel systems for retail, commercial and government clients. JCGI is a national industry leader in fuel systems, fuel service stations, convenience stores, car washes, fuel facility service and environmental compliance nationally, providing services to Fortune 100 clients, major oil companies, distributors, fleet services, and local, state and federal agencies.

 The Dispatch Manager’s primary purpose is to assist the supervisor in monitoring and assisting all Customer Care Center agents for quality assurance. The Dispatch Manager must assist in ensuring the execution on all specified business plans, long-range objectives, and goals.

Job Duties:

• Monitor a team of call center representatives and directing their activities for the achievement of call center targets and goals.
• Monitor the overall performance analysis of existing lists and programs and elevate challenges in areas of needed focus.
• Monitoring lead/team performance to ensure that the call center goals are met and supporting call center quality and training efforts.
• Assist in writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned teams.
• Maintain Hiring Manager responsibilities
• Assist in Process Development and System Improvements for team and company success. 
• Keep records of customer interactions and transactions including inquiries, comments, and complaints.
• Direct requests and unresolved issues to the designated source.
• Respond promptly to customer’s inquiries.
• Enter detailed notes obtained by phone calls and emails into ERP system.
• Input service requests with required billing and service information.
• Reassure information is accurate and comprehensive.
• Provide information on existing customer requests by phone, email, and web portals.
• Communicate and coordinate with internal departments (service, sales, distribution).
• Answer Customer Service Representative/Leadership Team questions real time. 

• Highschool Diploma or GED required; Bachelor’s Degree preferred
• Ability to work efficiently in a high demand, team oriented, and fast-paced environment.
• Ability to maintain customer confidentiality.
• Ability to express ideas in clear and concise manner.
• Solid problem-solving skills and excellent Management skills.
• Ability to think tactically and identify significant success factors.
• Knowledge of relevant computer applications (Microsoft Word/Excel, familiarity with large-scale ERP systems, Microsoft Dynamics NAV is a plus)
• Knowledge of administrative procedures.
• 5+ years of experience in call center activities.
• 2+ years of Leadership experience.
• Must be able to meet company’s employment requirements, which includes passing a drug screen, criminal background check, and MVR, if driving for the company 
• Physical Requirements: include occasional lifting/carrying of 10 pounds; visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment. Prolonged periods sitting at a desk and working on a computer.

Jones Covey Group is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.