Telecom Dispatcher

The Dispatcher serves as the primary contact for all Field Technicians for Service, Installation and Outage Repair work performed daily. The Dispatcher is responsible for ensuring the completion and resolution of all work orders in the company database daily. The successful candidate will 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.

Key Responsibilities

• Research and adjustment of work orders.
• Maintenance of 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.
• Maintain the scheduling calendar.
• Communicate effectively with 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 the 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.

Qualifications

• Bilingual (English/Spanish required)
• 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.
• Must be high energy, positive attitude and comfortable in team environment.
• At least one year of Call Center/Help Desk experience.

Preferred Qualifications

• 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.
• Resides in the Mountain Daylight Time (MDT) zone or within the state of Colorado to facilitate alignment with team operations, meeting schedules, and customer engagement.