Dispatch Specialist

About the role

The Dispatch Specialist II assists field technicians and other departments to ensure customer commitments are met using Cable One Field Service Management and ACSR. This position maximizes the efficiency and effectiveness of the field workforce.

Responsibilities

• Provides phone and chat support to field technicians in need of assistance with work order modifications and customer account requests.
• Resolves various types of ticket and email requests and inquiries from the Technical Care Center and Virtual Call Centers.
• Monitors technician's routes to maintain an ongoing understanding of availability for work orders.
• Sets up locates and outages as required.
• Takes on other duties as needed to support company goals, brand principles, and organizational values.

Requirements

• High School Degree required.
• 2 years or more prior experience in Dispatch, Field Technician, or Workforce Management (WFM) role preferred.
• Less than one-year prior customer service experience required.
• Excellent verbal and written communication skills.
• Strong data-entry ability (alpha/numeric).
• Ability to navigate the internet and be comfortable using various computer programs.
• Ability to work in a fast-paced, demanding environment with good time management.
• Understanding of Outlook and GPS.
• Understanding of ServiceNow and ACSR.

Core Competencies

• Committed: Values each customer while working hard to retain their business and support communities.
• Helpful: Delivers support in ways most useful to customers, addressing needs with expertise, respect, and empathy.
• Proactive: Anticipates customer needs and actively works to make their experience seamless and rewarding.
• Personal: Knows customers well and tailors communications to suit their preferences.

Benefits

• Medical, dental, and vision plans – effective from day one.
• Life insurance (self, spouse, children).
• Paid time off (vacation, holiday, and personal/sick days).
• 401(k) – 100% company match starting day 1 (up to 5% of eligible compensation).
• Group Legal plan with Identity Theft Protection.

Additional Perks

• Tuition reimbursement (up to $5,250 in the first year).
• Annual community support contributions to various U.S. organizations.
• Associate recognition and awards programs.
• Advancement opportunities.
• Collaborative work environment.
• Free Cable One services for associates in serviceable areas.
• Up to $75/month stipend for remote access to select premium channels (Cable One, Sparklight, Cable America, and ValueNet Fiber only).
• Vehicle provided for daily work purposes if residing within a reasonable radius from the office location.