Dispatch Coordinator: Tech Scheduling & Customer Care

Optimum; Greenville (NC); On-site; USD 22,000 - 30,000; Full time

Job summary

Optimum is seeking a Dispatch Representative in North Carolina to monitor scheduled installations and service calls, coordinate with technicians, and ensure on-time starts. The role involves prioritizing tasks, handling customer inquiries, and reconciling orders in the billing system.

The Dispatcher will serve as a liaison between customers and technicians, manage work orders, and support sales by identifying opportunities. Equal opportunity employer.

Qualifications

• High school diploma or equivalent.
• Dispatcher or equivalent experience required.
• Proficiency in using a Windows-based computer.
• Ability to read, write and communicate orally.
• Ability to use computer, calculator and reference materials.
• Ability to use a keyboard, fax and other standard office machines.
• Ability to sit and/or stand for extended periods of time.
• Ability to lift up to 15 pounds.
• Ability to prioritize and organize effectively.
• Ability to multi-task.
• Ability to work independently and with others.

Responsibilities

• Monitor technician work times and report exceptions.
• Assure route activations/deactivations occur properly for start/end of shift.
• Ensure first job starts on time.
• Contact technicians on overrunning jobs to check safety/need for assistance.
• Monitor lunch and break start times and durations.
• Manage work order pools and use auto routing to assign jobs.
• Confirm all jobs are completed and routes closed daily.
• Review drive times and activity reasonableness.
• Prioritize and dispatch customer service requests to technicians.
• Serve as liaison between customer and technician throughout the day.
• Notify leadership of any jeopardy on jobs.
• Contact customers to confirm appointment times.
• Reschedule missed appointments to complete same day if possible.
• Perform post-appointment customer satisfaction calls.
• Provide customer assistance to resolve service problems and avoid truck rolls.
• Notify technicians of outages and maintain outage schedules.
• Reconcile completed work orders to billing system.
• Reconcile customer accounts to billing system.
• Record, verify or correct service order information in billing system.
• Maximize sales opportunities by identifying customer needs and offering products.

Skills

Communication

Multi-tasking

Prioritization

Teamwork

Independence

Education

High school diploma or equivalent

Tools

Windows-based computer

Calculator

Office machines (fax, etc.)

Job description

Optimum is seeking a Dispatch Representative in North Carolina to monitor scheduled installations and service calls, coordinate with technicians, and ensure on-time starts. The role involves prioritizing tasks, handling customer inquiries, and reconciling orders in the billing system.

The Dispatcher will serve as a liaison between customers and technicians, manage work orders, and support sales by identifying opportunities. Equal opportunity employer.