Telecom Dispatcher

About the role

Join a leading force in the telecommunications industry, delivering nationwide installation services to some of the country’s largest telecom providers. We are committed to innovation, quality, and exceeding industry standards while supporting the rapid growth of modern communication infrastructure. The Dispatcher serves as the primary contact for all Field Technicians for Service, Installation, and Outage Repair work performed daily, ensuring the completion and resolution of all work orders in the company database.

Responsibilities

• Research and adjustment of work orders.
• Maintain the customer database by making correct and timely entries during and immediately following each customer contact.
• Provide timely updates of actions and events in the field that may impact customers.
• Maintain the scheduling calendar.
• Communicate effectively regarding outages, customer complaints, additional work orders, and 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 a customer is not at home.
• Provide courteous and helpful assistance to customers and prospective customers by maintaining current knowledge of the company’s general operating procedures, programming packages, and marketing efforts.
• Route and monitor 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 they become evident.

Requirements

• Bilingual (English/Spanish required).
• Proficiency with Microsoft Office including PowerPoint and MS Publisher.
• Previous experience in a 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.
• Must be high energy, have a positive attitude, and be comfortable in a team environment.
• At least one year of Call Center/Help Desk experience.

Preferred Qualifications

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

Benefits

• Hybrid/Remote Flexibility
• Comprehensive Benefits Package
• 401K Retirement with Company Match
• Paid Time Off
• Career Advancement Opportunities
• Quality Employee Recognition Program