Dispatch Representative

About the role

Under supervision, the Optimum Dispatcher monitors scheduled installations and service calls. Attends to multiple sources of information in a communication center.

Responsibilities

• Monitor technician work times and report exceptions through TOA
• Assure route activations/deactivations occur properly to Technician for their start and end of shift
• Monitor start of 1st job of day to assure Technician starts within designated start time or at beginning of shift if starting at 1st job
• Contact Technician on jobs that overrun to assure technician is safe or determine if assistance is needed
• Monitor lunch & break periods for start times and durations
• Monitor work order pools to assure jobs are assigned throughout the day, use auto routing tool to assist
• Confirm and assure all jobs are completed and routes are closed when applicable and at the end of the day
• Review Drive times and activities for reasonableness
• Prioritizes and dispatch customer service requests to available technicians; serve as liaison between customer and technician
• Monitor workflow throughout the day, Using the TOA tool assure jobs are completed on time, pending work is assigned to available Tech's and work volume is balanced and shared
• Assign or re-assign jobs to technicians as required to meet customer commitments, notify technical leadership of any jobs remaining in jeopardy
• Contact customers to confirm appointment times, COD, adult presence and other requirements
• Reschedule missed appointments attempt to complete same day
• Perform post-appointment customer satisfaction calls as required
• Provision equipment
• Provide customer assistance to resolve service problems and avoid unnecessary truck rolls
• Notify technicians of system outages or problems and maintains schedules of service outages
• Reconcile completed work orders to the billing system
• Reconcile customer accounts to the billing system
• Resolve or escalates challenges as appropriate from Technician
• Record, verify, and/or corrects service order information on record via billing system
• Maximizes sales opportunities by identifying customer needs and offering products as solutions
• Promotes current marketing campaigns
• Performs 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 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

Pay

The starting pay rate/range at time of hire for this position in the posted location is $39,479.00 - $64,858.00 / year.