Drop Dispatcher

About the Role

ITC Service Group, a wholly owned subsidiary of AFL, is seeking a Drop Dispatcher. The Drop Dispatcher is responsible for receiving and reviewing service calls and scheduling orders for installation of internet and video services. The dispatcher will schedule and dispatch field technicians to customers’ homes and monitor their locations to determine approximate appointment schedules.

Responsibilities

• Create and monitor dispatch schedules of field technicians to ensure timely completion of installations.
• Coordinate and dispatch field technicians to customer’s homes in accordance with dispatch schedules, customer requests, specifications, or needs.
• Maintain accurate and detailed logs, reports, and other information on customer service calls and outages.
• Answer inbound calls and address internal/external customer needs and concerns professionally and promptly.
• Place outbound calls to customers to confirm appointments and reschedule if necessary.
• Achieve organizational goals by creating a quality customer service experience by telephone.
• Use dispatch systems including Google Docs, Chrome Browser, Oracle Field Services, and web-based applications.
• Follow all directives from management as assigned.
• Provide on-site support as needed.

Requirements

• Must live within 45 minutes of one of our gfiber markets.
• Work remotely but be available to report to the office at any time.
• Dispatch hours are 6 AM to 8 PM CST, with a schedule of 4, 10-hour days (9 AM to 8 PM CST), including at least one weekend day.

Qualifications

• High School Diploma.
• One to two years of experience dispatching field personnel preferred.
• Prior Cable or Internet experience preferred (understanding of MSO topologies a plus).
• Experience with Google Docs, Chrome Browser, Oracle Field Services, and web-based applications preferred.
• One to two years of customer service experience preferred.

Physical Demands

• Work involves phone and computer use, sitting, standing, listening, communicating instructions, and scheduling.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Occasionally push, pull, lift, and/or carry up to 20 pounds.

Work Environment

• Remote work with potential office visits.
• Occasional exposure to inclement weather, moving mechanical parts, wet and/or humid conditions, and vibration.

Attendance

Employee is expected to be on the job and on time every scheduled workday. It is their responsibility to know when the workday starts and ends on each scheduled workday.

Application Deadline: October 2nd, 2026 EOD