Dispatch Representative

Altice USA; Greenville (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

Optimum is seeking a Dispatcher Representative to monitor installations and service calls, coordinating with technicians to ensure on-time starts and efficient routing. The role involves handling multiple information sources in a busy communication center and ensuring service orders are completed accurately.

Responsibilities include monitoring work times, assigning jobs, contacting customers, and resolving issues to minimize truck rolls.

Qualifications

• High school diploma or equivalent.
• Dispatcher or equivalent experience required.
• Proficiency in using 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 through TOA.
• 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

Multitask

Prioritize and organize

Work independently and with others

Reading & communication (oral)

Windows-based computer

Keyboarding skills

Extended standing/sitting

Lift up to 15 pounds

Education

High school diploma or equivalent

Dispatcher or equivalent experience

Tools

Windows-based computer

Calculator

Reference materials

Keyboard / Fax

Job description

We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities.

If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!

Job Summary

Under supervision, the Dispatcher Representative monitors scheduled installations and service calls. Attends to multiple sources of information in a communication center.

Responsibilities

• Monitor technician work times and report exceptions through TOA.
• 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.

Qualifications

• High school diploma or equivalent
• Dispatcher or equivalent experience required
• Proficiency in using 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

At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What's Right, Drive One Optimum, and Make It Happen. These aren't just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It's all part of the bigger picture of "Be The Difference" where each employee knows they have the power to enact real change, share new ideas, and understand that learning never stops.

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team. Together, we'll shape the future of connectivity.

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.

Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law.

Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.