Dispatcher/Customer Service Rep - 3rd Shift Remote (Universal Agent)

Essential Duties and Responsibilities

  • Assign Technologists to the proper general area and facilities as noted on the schedule.
  • Page Technologist for “STAT”, ASAP and PRIORITY homes.
  • Voice mail Technologist for 4 hour and 2 hour STAT turn around times.
  • Communicate and report problems with house Supervisor and Field Supervisor.
  • Inform clients of any delays of arrival and/or readings after 3-4 hours for regular cases.
  • Must inform client of any delays after 1 hour for STAT cases.
  • Must assist Technologist with a variety of daily needs (directions, case type, client info).
  • Must be willing to cross-train into Customer Service role.
  • Answer phones in a timely manner (within 3 rings)
  • Flexible to assist with overflow orders (client orders)
  • Must assign STAT cases within 10 minutes of appearing on screen.
  • Must assign regular calls within 15 minutes of appearing on screen.
  • Persistently dispatch all calls to Tech (page twice)
  • Focus on assigned dispatch area, but must be aware of activity in other areas.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to work independently and with a team.
  • Strong customer service skills.
  • Solid communication skills (verbal, written, and listening).
  • Solid problem solving and decision making ability.
  • Good organizational skills.
  • Ability to execute and prioritize multiple tasks.
  • Professional demeanor and appearance.
  • Must be flexible and adaptable to change.
  • Ability to build relationships (respect, trust, consensus) and motivate others.
  • Encourage and inspire others
  • Knowledge of customer service strategies.
  • Solid analytical skills.
  • Ability to work independently in a high volume environment.
  • Knowledge of Medical Terminology a plus but not required.

Education and/or Experience

High school diploma or general education degree (GED); or one year of related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have working knowledge of Windows Explorer, MS Word Processing software and some experience working with computer software.


  • Must be able to complete other duties as assigned by Manager.
  • Must be able to work overtime as needed.
  • Must be flexible with shift changes based on business need.
  • Assist with special projects as assigned by management team.
  • Actively participate to recommend changes which can create efficiencies and/or process


  • Must check mailbox daily to keep abreast of memos.
  • Must maintain a clean workspace.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment

This is a work from home position. Reliable internet is required.


  • Customer Service
  • Dispatch and Routing


  • Dedicated: Devoted to a task or purpose with loyalty or integrity
  • Team Player: Works well as a member of a group

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Clearwater, FL 33762, US
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