Dispatch & Scheduling Specialist

Hotwire Communications Ltd; Fort Lauderdale (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

Hotwire Communications Ltd is seeking a Dispatcher to receive service calls, dispatch and schedule work orders, and follow up to maximize field technician productivity and minimize missed appointments.

The role requires one year of customer service or dispatch experience, strong organizational skills, and bilingual English/Spanish is a plus. A flexible schedule including evenings, weekends, and holidays is expected as part of this position.

Qualifications

• At least one-year Customer Service and/or Dispatch experience.
• Superior customer service delivery skills.
• Knowledge of cable and telecommunications products and services.
• Ability to work a flexible schedule that includes days, evenings, weekends and holidays.

Responsibilities

• Respond to customer service requests by prioritizing and dispatching work orders for installation and/or trouble calls.
• Create dispatch schedule.
• Assign customer installation and trouble service appointments using computer system.
• Ensure daily routes meet drive time, on-time guarantee, productivity and skill-set goals.
• Monitor technicians work order status and adjust throughout the day.
• Maintain regular contact with technicians to provide support or adjust service levels based on customer calls.
• Places outbound calls to customers both pre-and post-service.
• Handle routine problems and/or less active regions and follows standard procedures to accomplish assigned tasks
• Produce various excel spreadsheets and reports.
• Appropriately escalade customer dissatisfaction with call center leadership team.
• Other duties as assigned by Supervisor.

Skills

Customer Service

Dispatch experience

Data Entry

Bilingual English/Spanish

Education

High School Diploma

Job description

Hotwire Communications Ltd is seeking a Dispatcher to receive service calls, dispatch and schedule work orders, and follow up to maximize field technician productivity and minimize missed appointments.

The role requires one year of customer service or dispatch experience, strong organizational skills, and bilingual English/Spanish is a plus. A flexible schedule including evenings, weekends, and holidays is expected as part of this position.