Dispatch Specialist
About the role
The Dispatch Specialist II plays a crucial role in ensuring customer commitments are met by assisting field technicians and other departments. This position leverages Cable One Field Service Management and ACSR to maximize the efficiency and effectiveness of the field workforce.
Responsibilities
- Provides phone and chat support to field technicians for work order modifications and customer account requests.
- Solves various types of ticket and email requests and inquiries from the Technical Care Center and Virtual Call Centers.
- Maintains an ongoing understanding of technician availability through monitoring routes.
- Sets up locates and outages as necessary.
Qualifications
- High School Degree required.
- At least 2 years of prior experience in Dispatch, Field Technician, or Workforce Management (WFM).
- Less than one-year prior customer service experience required.
- Excellent verbal and written communication skills.
- Strong data-entry abilities (alpha/numeric).
- Ability to navigate the internet and use various computer programs comfortably.
- Good time management and ability to work in a fast-paced, demanding environment.
- Understanding of Outlook and GPS.
- Understanding of ServiceNow and ACSR.
Core Competencies
- Committed: Values each customer, working hard to keep their business and support communities.
- Helpful: Supports customers effectively and respects their needs with expertise, respect, and empathy.
- Proactive: Anticipates customer needs and works to enhance their experience.
- Personal: Knows customers well and tailors communications to meet their needs and expectations.
Benefits
- Medical, dental, and vision plans starting on the first day of employment.
- Life insurance (self, spouse, children).
- Paid time off (vacation, holiday, and personal/sick days).
- 401(k) with a 100% company match (up to 5% of eligible compensation).
- Group legal plan with Identity Theft Protection.
- Tuition reimbursement (up to $5,250 on the first year).
- Annual community support to various organizations across the U.S.
- Associate recognition & awards programs.
- Advancement opportunities.
- Collaborative work environment.
- FREE Cable One services for associates who live in a serviceable area.
- Up to $75/mo. cable/internet stipend for Phoenix associates.
Our Commitment
Cable One and our family of brands appreciate the role our associates play in helping the company grow. In return, we offer an excellent benefits package to recognize the importance of their contributions, including:
- Medical, dental, and vision plans starting on the first day of employment.
- Life insurance (self, spouse, children).
- Paid time off (vacation, holiday, and personal/sick days).
- 401(k) with a 100% company match (up to 5% of eligible compensation).
- Group legal plan with Identity Theft Protection.
- Tuition reimbursement (up to $5,250 on the first year).
- Annual community support to various organizations across the U.S.
- Associate recognition & awards programs.
- Advancement opportunities.
- Collaborative work environment.
- FREE Cable One services for associates who live in a serviceable area.
- Up to $75/mo. cable/internet stipend for Phoenix associates.
Equal Opportunity Employer
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.
Pre-hire Processes
Job offers are contingent upon the results of background, drug screening, and reference checks. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.