Dispatch Representative

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

Career Opportunities: Dispatch Representative (12705)

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

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 Optimum Dispatcher 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.
• 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
• 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.