Dispatch Coordinator: Tech Scheduling & Customer Care

Altice USA; Hauppauge (NY); On-site; USD 39,000 - 65,000; Full time

Job summary

Optimum in Hauppauge, NY is seeking a motivated Dispatcher to monitor scheduled installations and service calls from a central communications center, ensuring timely dispatch and responsive service.

In this role you will coordinate with technicians, track work orders, balance daily workload, and maintain accurate records in the billing system while providing excellent customer service and support.

Qualifications

• High school diploma or equivalent.
• Dispatcher or equivalent experience required.
• Proficiency with a Windows-based computer.
• Keyboarding skills.
• 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 to Technician for their start and end of shift.
• Monitor start of 1st. job of day to assure Technician starts within designated start time or at beginning of shift if starting at 1st job.
• Contact Technician on jobs that overrun to assure technician is safe or determine if assistance is needed.
• Monitor lunch & break periods for, start times and durations.
• Monitor work order pools to assure jobs are assigned throughout the day, use auto routing tool to assist.
• Confirm and assure all jobs are completed and routes are closed when applicable and at the end of the day.
• Review Drive times and activities for reasonableness.
• Prioritizes and dispatch customer service requests to available technicians; serve as liaison between customer and technician.
• Monitor workflow throughout the day, Using the TOA tool assure jobs are completed on time, pending work is assigned to available Tech's and work volume is balanced and shared.
• Assign or re-assign jobs to technicians as required to meet customer commitments, notify technical leadership of any jobs remaining in jeopardy.
• Contact customers to confirm appointment times, COD, adult presence and other requirements.
• Reschedule missed appointments attempt to complete same day.
• Perform post-appointment customer satisfaction calls as required.
• Provision equipment.
• Provide customer assistance to resolve service problems and avoid unnecessary truck rolls.
• Notify technicians of system outages or problems and maintains schedules of service outages.
• Reconcile completed work orders to the billing system.
• Reconcile customer accounts to the billing system.
• Resolve or escalates challenges as appropriate from Technician.
• Record, verify, and/or corrects service order information on record via billing system.
• Maximizes sales opportunities by identifying customer needs and offering products as solutions.
• Promotes current marketing campaigns.
• Performs other duties as assigned.

Skills

Windows proficiency

Keyboarding

Reading & writing

Multi-tasking

Independent work

Education

High school diploma or equivalent

Tools

Windows-based computer

Calculator

Reference materials

Office machines

Job description

Optimum in Hauppauge, NY is seeking a motivated Dispatcher to monitor scheduled installations and service calls from a central communications center, ensuring timely dispatch and responsive service.

In this role you will coordinate with technicians, track work orders, balance daily workload, and maintain accurate records in the billing system while providing excellent customer service and support.