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 that may be assigned.
• Provide on-site support as needed.

Qualifications

• High School Diploma.
• One to two years’ 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’ 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

The employee will work remotely but may be asked to report to the office at any time. While performing the duties of this job, the employee may occasionally work in inclement weather conditions. The employee frequently works near moving mechanical parts and is frequently exposed to wet and/or humid conditions and vibration.

Schedule

Dispatch Hours: 6AM to 8PM CST. This position would be 4, 10-hour days, with hours from 9AM to 8PM CST, including at least one weekend day.

Region – Must live within 45 minutes of one of our gfiber markets.

ITC Service Group is an Equal Opportunity Employer. We do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.