Dispatch Representative

About the Role

Under supervision, the Dispatcher Representative monitors scheduled installations and service calls, attends to multiple sources of information in a communication center, and ensures efficient workflow and customer satisfaction.

Responsibilities

• Monitor technician work times and report exceptions through TOA.
• Assure route activations/deactivations occur properly for Technicians at the start and end of their shifts.
• Monitor the start of the first job of the day to ensure Technicians begin within the designated start time or at the beginning of their shift.
• Contact Technicians on jobs that overrun to ensure safety or determine if assistance is needed.
• Monitor lunch and break periods for start times and durations.
• Monitor work order pools to ensure jobs are assigned throughout the day using the auto-routing tool.
• Confirm and ensure all jobs are completed and routes are closed at the end of the day.
• Review drive times and activities for reasonableness.
• Prioritize and dispatch customer service requests to available Technicians; serve as a liaison between customers and Technicians.
• Monitor workflow throughout the day using the TOA tool to ensure jobs are completed on time and pending work is assigned.
• Assign or re-assign jobs to Technicians to meet customer commitments; notify technical leadership of any jobs in jeopardy.
• Contact customers to confirm appointment times, COD, adult presence, and other requirements.
• Reschedule missed appointments and attempt to complete them the same day.
• Perform post-appointment customer satisfaction calls as required.
• Provision equipment and provide customer assistance to resolve service problems and avoid unnecessary truck rolls.
• Notify Technicians of system outages or problems and maintain schedules of service outages.
• Reconcile completed work orders and customer accounts to the billing system.
• Resolve or escalate challenges from Technicians as appropriate.
• Record, verify, and/or correct service order information via the billing system.
• Maximize sales opportunities by identifying customer needs and offering products as solutions.
• Promote current marketing campaigns.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent.
• Dispatcher or equivalent experience required.
• Proficiency in using a Windows-based computer.
• Keyboarding skills.
• Ability to read, write, and communicate orally.
• Ability to use a computer, calculator, and reference materials.
• Ability to use a keyboard, fax, and other standard office machines.
• Ability to sit and/or stand for extended periods of time.
• Ability to lift up to 15 pounds.
• Ability to prioritize and organize effectively.
• Ability to multi-task.
• Ability to work independently and with others.

About Optimum

At Optimum, every action and interaction is driven by our three Guiding Principles: Do What’s Right, Drive One Optimum, and Make It Happen. These principles help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors. We foster an environment where each employee knows they have the power to enact real change, share new ideas, and understand that learning never stops.