About the role
L3Harris is dedicated to recruiting and developing high-performing talent who are passionate about what they do. Our employees are unified in a shared dedication to our customers’ mission and quest for professional growth. L3Harris provides an inclusive, engaging environment designed to empower employees and promote work-life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.
L3Harris is the Trusted Disruptor in defense tech. With customers’ mission-critical needs always in mind, our employees deliver end-to-end technology solutions connecting the space, air, land, sea and cyber domains in the interest of national security.
Job Description
Customer Service Dispatch Agents are responsible for handling inbound and outbound calls, email, and an incident management queue in a call center environment. Using the tools and procedures provided, you will be responsible for finding the closest technician to a site in need, checking their availability, and working out the logistics to get them on the road within the allotted timeframe while following standard procedures.
The ideal candidate will have excellent communication and customer service skills, be detail oriented and remain calm during urgent and sometimes stressful situations. This position requires flexibility as being on-call is required at times.
Essential Functions
Using excellent customer service skills, the ideal candidate will clearly and effectively share information via oral and written communication.
Follow standard procedures and prioritize tasks according to urgency and importance.
Work in a fast paced, team environment and adapt quickly to new procedures and changing situations.
Support Disaster Recovery Plan, if initiated. Support Field Services in an on-call capacity as needed.
Strong attention to detail and adherence to policies and procedures.
Log detailed notes regarding communications between responsible parties.
Maintain all incidents for the Field Technicians. This includes: submitting new incidents, updating existing incidents, and helping technicians resolve incidents.
Track metrics…
