Dispatcher

About the role

Zito Media currently has an opening for a Dispatcher in the Coudersport office.

Responsibilities

• Ensure completion and resolution of all work orders in company database on a daily basis.
• Provide phone updates with field personnel; monitor, declare, report, and clear all outages, service calls and installations and take appropriate actions to respond to complaints or questions accordingly.
• Research and adjust work orders.
• Maintain the customer database by making correct and timely entries during and immediately following each customer contact.
• Timely updates of actions and events in the field that may impact customers and/or Call Center Representatives.
• Maintain the scheduling calendar.
• Communicate effectively with the Call Center, including outages, customer complaints, additional work orders, work order point allotments.
• Identify and expedite emergencies, reacting quickly under a diverse set of circumstances.
• Perform callbacks when reorganizing service/installation schedules and verify when customer is not at home.
• Provide courteous and helpful assistance to customers and prospective customers by maintaining current knowledge of company's general operating procedures, programming packages and marketing efforts.
• Routing and monitoring work orders to technicians to accommodate customer needs.
• Produce regular reports for pending and completed work.
• Perform other related duties and tasks as assigned or as become evident.

Requirements

• Proficiency with Microsoft Office including PowerPoint and MS Publisher.
• Previous experience in customer service role.
• Superior telephone skills, organizational skills, and communication skills, both written and verbal.
• Ability to work flexible and extended hours occasionally as needed.
• High energy, positive attitude and comfortable in team environment.
• At least one year of Call Center/Help Desk experience.

Preferred Skills/Experience

• Experience with Cable Television billing system.
• Knowledge of TCP/IP basic troubleshooting commands such as ping and traceroute.
• In-depth knowledge of both Macintosh and Windows operating system.
• One year of experience in dispatch operations, customer service and logistics.
• Demonstrated ability to perform basic computer, converter box and cable modem troubleshooting.

Benefits

Zito Media offers a robust benefits package including medical, dental, vision, 401(k) plan, and discounted services for employees who reside within the Zito coverage areas.

Pay

N/A

Schedule

N/A