Dispatcher - Service Coordinator

**Company/Organization Information**
- ** Company Name**:

- **Company Website**:
**Job Information**
- ** Job Title**:

- **City**:

- **Country**:

- **State/Province**:

- **Zip/Postal Code**:
**Tasks**
- Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints.
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Review insurance policy terms to determine whether a particular loss is covered by insurance.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.

**Work Activities**
- Interacting With Computers - Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
- Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.
- Processing Information - Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.

**Skills**
- Service Orientation - Actively looking for ways to help people.
- Coordination - Adjusting actions in relation to others' actions.
- Speaking - Talking to others to convey information effectively.
- Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

**Abilities**
- Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Speech Clarity - The ability to speak clearly so others can understand you.
- Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
- Speech Recognition - The ability to identify and understand the speech of another person.
- Written Expression - The ability to communicate information and ideas in writing so others will understand.

**Work Styles**
- Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
- Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.
- Self Control - Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
- Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high stress situations.
- Concern for Others - Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.

**Tools & Technology**
**Tools used in this occupation**:

- Autodialers
- Automated attendant systems
- Automatic call distributor ACD
- Digital Telephones
- Personal digital assistant PDAs or organizers

**Technology used in this occupation**:

- Contact center software
- Customer relationship management CRM software
- Data base user interface and query software
- Electronic mail software
- Network conferencing software

**Knowledge**
- Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
- English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.