Dispatcher 3 - Remote - CA only

Department: Customer Support • Location: Remote, California

About the role

As the leading provider of 10G fiber internet in California, Race Communications builds next-generation fiber infrastructure in collaboration with the California Public Utilities Commission and community advocacy groups. The Dispatcher coordinates and manages the efficient deployment of field service personnel and resources, ensuring prompt service to over 30 communities across the state.

Responsibilities

• Service Request Management:
  • Receives incoming service requests from customers
  • Assigns appropriate technicians based on skills, availability, and location
  • Monitors technician status and keeps customers informed of ETA and service updates
  • Maintains accurate records of service calls, including details and technician information
• Service Call Monitoring and Resolution:
  • Monitors service calls to ensure timely resolution and escalates issues as needed
  • Coordinates with other departments to meet service level agreements
  • Maintains records of technician availability and adjusts schedules when necessary
• Dispatch Operations and Administration:
  • Performs administrative tasks related to dispatch operations (data entry, filing, report generation)
  • Ensures compliance with company policies and procedures related to service calls, technician safety, and customer service
• Continuous Improvement:
  • Continuously monitors dispatch operations for opportunities to improve efficiency, quality, and customer satisfaction
• Other duties as necessary may include but are not limited to:
  • Completing assigned training and examinations, and participating in ongoing performance and development reviews
  • Participating in internal or external meetings, special functions, and professional development opportunities
  • Cross-training and sharing knowledge with other team members
  • Supporting routine tasks
  • Maintaining a professional appearance, hygiene, and demeanor
  • Performing other related duties as assigned by management

Requirements

• Eligibility for US employment without sponsorship
• Minimum of 18 years of age
• High School Diploma or GED, or equivalent combination of education and experience
• Minimum of 1-2 years' experience in dispatch operations, preferably in the telecom industry
• Minimum of 1-2 years' experience with Salesforce or equivalent
• Familiarity with dispatching best practices and hands-on experience using dispatch software and tools
• Understanding of safety regulations and industry best practices related to field service operations and logistics management
• Proven geographical knowledge of service area and ability to read maps
• Ability to work flexible hours, including evenings and weekends, as scheduled
• Typing speed of 40 words per minute
• Effective communication in English (speaking, reading, writing, and comprehension)
• Proficiency in Spanish is desirable

Pay

$18 to $24 USD per hour

Benefits

• 100% company-paid medical and dental insurance (starting the 1st of the month following your start date)
• Paid time off (vacation, sick leave)
• 11 paid holidays plus paid birthdays
• 401k matching (4%)
• Free fiber internet service for employees living in our service area
• Growth potential with promotions and new challenges
• Collaborative culture built on integrity, mutual respect, and shared purpose