Call Center Dispatching - Customer Service Agent

Parallel Education is looking for a highly motivated and organized individual to join our team as a Customer Service Representative / Dispatcher. As a Dispatcher, you will work with schools, and educators, dispatching teachers to our schools! The ideal candidate will have excellent communication and LOVE to talk with people; possess STELLAR customer service skills and have an ability to handle difficult conversations with ease.

If you're a people person, we want you!

What's In It For You?

• $17.00 - $20.00 based on experience!
• Hours: 5:00 AM - 2:00 PM
• Weekdays only - no nights or weekends!
• Comprehensive PTO & Benefit Package (medical, dental, vision)
• Location: Position is in-office in Racine, Wisconsin.

You MUST have the following:

• Associate Degree or higher
• More than 1 year of customer service in a fast paced office environment
• Computer Friendly: ability to use multiple programs at once, document thoroughly, and efficiently.
• High Attention to Detail: Fast paced ability to multitask a must.
• Social: You have to like talking to clients and employees via the phone, text and email!
• Leadership Skills: You must be able to have difficult conversations regarding attendance and coaching, remaining positive and understanding, while firm.
• This is an in-person position that does not accommodate remote work.

Requirements

The ideal candidate will have the following:

• Two-year college degree.
• 1 year of employee management or supervision skills.
• Must be flexible to swap shifts as needed between 5:00 AM - 5:00 PM in case of PTO for other members of the team.
• Willing to put in OT, as needed ( less than 10h per month )
• Experience handling difficult callers - while maintaining the highest degree of respect, empathy, and kindness.
• Computer friendly and easily adapt to new programs.
• All candidates must be eligible for full time employment without sponsorship.

Skills and Abilities:

• TEAM PLAYER. Willing to do tasks in the order they come in, and not the order of difficulty.
• Meticulous attention to detail, able to multi-task and handle stress in a fast-paced environment.
• Must have excellent communication skills, both verbal and written.
• Ability to handle escalations and difficult customer service situations is a must.
• You have to LIKE talking on the phone and not be afraid of picking it up, having a conversation, and resolving the inquiry efficiently.
• Exceptional conflict resolution skills - you must be able to have a difficult conversation with empathy, but communicate.
• Excellent customer service skills - our employees and our clients are our customers!
• You have to like people - and have to be able to confidently pick up the phone and enjoy that conversation.
• Have demonstrated exceptional telephone etiquette and enjoy speaking on the phone.
• Ability to execute excellent Microsoft Office products with a heavy focus on Outlook and Excel.
• Ability to sit for extended periods and regularly access files on the computer. Some walking, bending, stooping, and lifting of light materials - some lifting of file boxes up to 50 lbs.

Principal Duties and Responsibilities:

• Respond to all client and employee inquiries with a sense of urgency.
• Maintain all pertinent employee data in established HR systems and files.
• Evaluate concerns and troubleshoot for coaching opportunities with employees.
• Coordinates with our clients regarding their specific school needs for assignments and ensures that the information is up to date for dispatching an educator into that assignment.
• Performs quality assurance calls with clients and follows up with the schools to ensure that the client schools are satisfied with the placements.
• Works to exceed client expectations to ensure all of the school’s needs were met satisfactorily.
• Coordinates with our educators by placing calls, texts, and emails for assignment dispatching.
• Performs quality assurance calls with educators to discuss placements, making sure that coaching and encouragement is given regularly.
• Performs audits of our substitute educators’ files and proactively connects with our employees to obtain updates as needed.
• Collects timecards from employees, reviewing them for accuracy and submit them to the payroll department.
• Ability to work in a very high call volume type of call center atmosphere.
• Address employee concerns including but not limited to payrates, assignments, expectations, policies, procedures, and disciplinary actions.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development

Parallel Education is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Parallel is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Parallel are based on business needs, job requirements and individual qualifications, without regard to color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, family or parental status, or any other status protected by federal/state laws or regulations in the locations where we operate. Parallel will not tolerate discrimination or harassment based on any of these characteristics.

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