Installation and Repair Dispatcher

About the Company

At United Communications, we’ve been connecting Middle Tennessee communities for over 75 years. What began as a rural telephone service in 1947 has evolved into one of the region’s fastest, most reliable internet providers—recognized by Broadband Now for top speeds and customer satisfaction. We deliver fiber and fixed wireless solutions with a personal, local touch. In partnership with Middle Tennessee Electric, we’re expanding broadband access to underserved areas, making this an exciting time to join our growing team and build your career.

Why United?

• Award-Winning Culture: 2023 & 2024 Best Places to Work
• Trusted Local Employer for over 75 Years: 4.7 Google Star Rating
• Commitment to Employee Well-Being & Satisfaction: Employee-Focused Benefit Offerings
• Top 100 Fiber-To-The-Home Leader
• 401k + Match, HSA, and more!

About the Role

The I&R Dispatcher/Router is responsible for assigning and routing service orders and trouble tickets to I&R Technicians while coordinating with Tech Support, Customer Service, and other departments to ensure customer appointments are met. The position is also responsible for managing available work hours by service area based on technician availability, job type, workload, and geographic coverage to maximize technician productivity and maintain efficient scheduling.

Schedule

This is a direct-hire, full-time, on-site position located at our Chapel Hill office.

Responsibilities

• Assign and route daily installation and repair work to Installation Technicians, internal Drop Teams, and service partners based on workload, location, skillset, priority, and available capacity.
• Build and optimize daily technician routes to maximize productivity and minimize unnecessary travel.
• Monitor technician schedules and adjust assignments throughout the day based on cancellations, delays, emergencies, call-outs, and changing workload.
• Balance technician workloads and available work hours based on staffing, shifts, holidays, and other scheduling factors.
• Manage the daily “Order-by-Queue Report.”
• Monitor installation and repair work orders to ensure timely completion and compliance with established appointment windows and SLAs.
• Coordinate with Facilities Planning and the Service Partner Coordinator to ensure service partner capacity and SLA requirements are met.
• Coordinate Drop Team activities to ensure drops are completed in advance of scheduled installations and identify orders at risk of delay.
• Receive, prioritize, and dispatch trouble calls and repair work based on urgency, customer impact, technician availability, and location.
• Monitor technician activity, arrival times, job progress, and completion status throughout the day.
• Track and report daily installation and trouble ticket volumes, workload, and order status to leadership.
• Provide morning and afternoon workload updates to leadership and communicate potential capacity or scheduling issues.
• Communicate with customers regarding appointment changes, delays, scheduling needs, and other service-related updates.
• Coordinate with Customer Service, Tech Support, Sales, Facilities Planning, and field leadership to resolve scheduling and order issues.
• Identify and escalate orders or operational issues that may impact customer commitments, SLAs, or installation timelines.
• Maintain accurate records of dispatches, schedule changes, customer contacts, work orders, and service activities.
• Utilize dispatching, scheduling, and routing systems to efficiently manage field resources and customer appointments.
• Assist with workload forecasting by monitoring upcoming installation and repair demand and identifying potential capacity constraints.
• Support dispatch operations during outages, severe weather, and other high-volume events by prioritizing and coordinating restoration work.
• Identify recurring scheduling, routing, or operational issues and communicate trends and improvement opportunities to leadership.
• Assist with process improvements related to dispatching, routing, scheduling, technician productivity, and customer experience.

Requirements

• High School Diploma or equivalent required.
• Valid driver’s license and acceptable driving record.
• PC skills – proficiency in Microsoft Office, including Excel, Word, and Outlook.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to work independently while managing changing priorities and time-sensitive situations.
• Elations experience desired.
• Previous telecommunications or field service experience preferred.
• Previous dispatching, routing, scheduling, or customer service experience preferred.

Work Environment

This position operates primarily in a professional office environment and works closely with Installation & Repair, Customer Service, Technical Support, and other internal teams. Work is fast-paced and requires managing multiple priorities, coordinating schedules, communicating across departments, and responding to changing customer and operational needs.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential function and to participate in the application or interview process.

• Frequently use computers, telephones, and other standard office equipment.
• Regularly communicate with employees, customers, contractors, and business partners by phone, in person, and through written communications.
• Frequently review and analyze information displayed on computer screens and other electronic devices.
• Occasionally transport files, office supplies, materials, or equipment weighing up to 20 pounds.
• Frequently work at a computer for extended periods while dispatching work, monitoring technician activity, and performing administrative and operational tasks.

Benefits

• 401k + Match
• HSA