Customer Service Associate

Job Summary

Key Responsibilities

• Worker Assignment & Dispatch:
• Monitor dispatch queues every 5 minutes during your shift.
• Check if full-time employees (FTEs) are available before pushing jobs to WM or vendors.
• Create WorkMarket (WM) requests when no FTEs are available.
• Invite workers (APVP/STZ) on time and follow escalation processes if needed.
• Assign the most cost-effective and qualified worker for each job.
• Ensure only registered, trained, and approved workers are dispatched.
• Confirm worker assignment is updated correctly on the portal.
• Share worker details with the customer where required.
  

Governance & Escalations:

• Escalate vendor delays, emergency issues, and pool health concerns within defined timelines.
• Maintain proper communication with PET owner teams and other stakeholders.
• Track and escalate worker-related issues (FSE/FTEB) as per the escalation matrix.
  

Monitoring & Reporting:

• Actively monitor Workplace chat, ServiceO Teams channel, and emails throughout your shift.
• Ensure all negative WTZ transactions have valid reason codes.
• Document all actions taken and update systems regularly.
• Worker Availability & Data Updates:
• Check and update worker availability status in the system.
• Run monthly availability checks for FTEB/FSE workers.
• Create Job Orders (JO) if no FTEB is available.
• Ensure data accuracy and timely updates in portals.
  

Skills & Requirements:

• Basic computer and MS Excel skills.
• Strong communication and coordination abilities.
• Ability to multitask and manage time well.
• Proactive attitude with attention to detail.
• Willingness to work in shifts (including weekends if required).