Dispatcher

About the role

The Dispatcher receives service call requests and dispatches, schedules, and follows up on work orders, aiming to minimize missed appointments and maximize the productivity of field technical teams.

Responsibilities

• Respond to customer service requests by prioritizing and dispatching work orders for installations and trouble calls.
• Create and maintain the dispatch schedule.
• Assign customer installation and trouble service appointments using the computer system.
• Ensure daily routes meet drive‑time, on‑time guarantee, productivity, and skill‑set goals.
• Monitor technicians’ work order status and adjust assignments throughout the day.
• Maintain regular contact with technicians to provide support or adjust service levels based on customer calls.
• Place outbound calls to customers both pre‑ and post‑service.
• Handle routine problems and less active regions, following standard procedures to accomplish assigned tasks.
• Produce various Excel spreadsheets and reports.
• Appropriately escalate customer dissatisfaction to the call center leadership team.
• Perform other duties as assigned by the Supervisor.

Qualifications

• At least one year of customer service and/or dispatch experience.
• Superior customer service delivery skills.
• Knowledge of cable and telecommunications products and services.
• Strong focus and drive to achieve goals.
• Data entry experience.
• Prior customer service experience in a cable, field, or office environment.
• High school diploma.
• Bilingual (English/Spanish) is a plus.
• Ability to work a flexible schedule that includes days, evenings, weekends, and holidays.