Dispatch Supervisor

Pittston, PA

Dispatch Supervisor Position at Benco Dental

At Benco Dental, our company is our family, and we are looking for a new addition to assist us in Driving Dentistry Forward. Please review the description below carefully to ensure that this position is the perfect match for you!

What's in it for YOU?

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  Excellent Compensation Packages

  
  
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  Medical, Dental and Vision Benefits Effective on Day 1

  
  
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  401k Package Effective on Day 1

  
  
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  Paid Time Off Program

  
  
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  Profit Sharing

  
  
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  Hybrid Working Environment

  
  
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  Associate Discounts and Community Giveback Programs

  
  
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  College Tuition Savings Program

  
  
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  Caring Family Culture Toward all Associates

  
  
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  Certified as a FORTUNE Great Place to Work

  
  
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  Opportunities to join resource groups that promote Diversity, Equity, and Inclusion

  
  
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  Family owned for 90+ years

  
  

Position Summary:

Responsible for assisting management in the efficient operations of the department. Coordinate staff to reply to customer inquiries in adherence with company policies and standards.

Do YOU Possess These Skills and Attributes?

• Ability to work independently to ensure external and internal associates have the support they need to foster a continuously improving workplace;
• Excellent computer, telephone, customer service, and organizational skills
• Analytical and "big picture" thinking skills
• Problem solver, adaptable, and agile thinker
• Clear communicator with active listening skills
• Windows and Microsoft Office proficient
• Ability to work independently and in a team environment
• Ability to prioritize and manage multiple tasks and/or projects
• Attention to detail and outstanding organizational skills

Do These Responsibilities Interest YOU?

• Complies with all policies and standards to support the efficient operations of the department and company
• Serves as an effective resource in the timely resolution of customer service issues, striving for a win/win situation.
• Demonstrates strong knowledge of current phone system and makes recommendations to enhance customer service delivery.
• Operates current phone system to monitor call quality/associates' work; generates reports for coaching and reviews, reports any issues to IT Help Desk immediately and conveys continuous updates to the staff.
• Ensures that proper staffing levels for the call center are maintained for shift coverage in all areas to reach the overall service level goals.
• Ensures proper tracking of KPI and performance reports for associates and ensures that bi-weekly payroll information is entered in a timely manner.
• Every six months effectively establishes goals for each associate assuring performance evaluations are conducted with appropriate paper work completed, approved and filed with Culture & People.
• Monitors associates a minimum of 4-calls per month using monitoring forms; provides appropriate and timely feedback via one-on-one coaching sessions each month. Demonstrates a solid knowledge of the current phone voice recording system.
• Effectively assists with and creates monthly team activities, including recommendations for incentive programs.
• Efficiently reviews and collaborates with WFM Analyst regarding trends on statistical reports. Ensures trends and/or anomalies are brought forward to department manager.
• Efficiently coordinates and reviews methods of "best practices" to ensure that cooperation and buy in from associates and the field.
• Effectively assist with and/or handle customer problems (internal and external) after a Dispatch associate has failed to resolve.
• Effectively motivate, coach, counsel, and evaluate performance of Dispatch associates.
• Responsible for working with the Training Coordinator on all training programs, such as upskill/refresher, new hire and product/vendor training.
• Actively participate in project committees, both departmental and cross-functional to continuously improve on issues or challenges impacting the Benco Dispatch contact center, field or company as a whole.
• Supervises associates to ensure all tasks are completed accurately and timely. Provides guidance in establishing quarterly goals and performance metrics for the team and coaches and trains as needed.
• Performs other duties as assigned

• Accomplishes department objectives by managing staff; planning and evaluating department activities.
• Maintains staff by recruiting, selecting, orienting, and training employees.
• Ensures a safe, secure, and legal work environment.
• Develops personal growth opportunities.
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results.
• Coaches, counsels, and disciplines employees.
• Develops, coordinates, and enforces systems, policies, procedures, and productivity standards.
• Establishes strategic goals by gathering pertinent business, financial, service, and operations information.
• Defines objectives, identifies and evaluates trends and options, chooses a course of action, and evaluates outcomes.
• Accomplishes financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.
• Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
• Contributes to team effort by accomplishing related results as needed.

Do YOU Meet These Requirements?

• Effectively communicates (reads, writes, and speaks) English
• High School Diploma, required
• Associate's Degree in Business or related, preferred
• 1-3 years Customer service and/or dispatch experience Required
• 1-3 years Supervisory experience Preferred

Who We Are: It's our Mission to Drive Dentistry Forward

Benco Dental, the largest privately owned, full-service dental distributor in the United States, has remained in the family since 1930-a family that now includes our more than 40,000 customers and over 1,500 associates in the 48 contiguous states.

We provide more supply and equipment options than any other full-service distributor, an offering enhanced by a comprehensive suite of services, including office design, equipment repair, practice coaching, financing and project management, wealth management and dental-specific technology solutions. These services are supported by over 400 professionally trained sales representatives and 300 factory-trained service technicians who begin every task by asking "What does the customer want?"

If you enjoy working for a progressive company, who is committed to diversity in our workforce, who values all customers and associates, who also provides the opportunity for growth and development- we encourage you to learn more about our Benco family. We are looking for driven professionals who want to play a key role in our future success, while making a positive impact within our industry. Thank you for your interest in Benco Dental. We look forward to hearing from you!

We're proud to be an equal opportunity and affirmative action employer. At Benco Dental we celebrate our associates' differences to foster a culture of diversity and inclusion every day. Click here to learn more about how we promote Equal Opportunity and Diversity and Inclusion at Benco.