Dispatcher

Hotwire Communications; Fort Lauderdale (FL); On-site; USD 40,000 - 60,000; Full time

Job summary

Hotwire Communications seeks a Dispatcher to manage incoming service requests, assign installation and trouble tickets, and optimize field productivity in a fast-paced telecom environment.

You will monitor technicians, adjust schedules, communicate with customers, and generate reports. The role requires 1+ year in customer service or dispatch, knowledge of telecom products, and flexibility for varied shifts. English/Spanish skills are a plus.

Qualifications

• At least one year of customer service and/or dispatch experience.
• Knowledge of cable and telecommunications products and services.
• Data entry experience and ability to work with computer systems.
• Bilingual in English and Spanish is a plus.

Responsibilities

• Respond to service requests by prioritizing and dispatching work orders.
• Assign installations and trouble appointments using the company system.
• Ensure routes meet drive time, on-time goals and productivity.
• Monitor work order status and adjust as needed.
• Maintain contact with technicians for support and service levels.
• Make outbound calls to customers pre- and post-service.
• Escalate customer dissatisfaction per procedures.
• Produce Excel reports and spreadsheets as required.
• Perform other duties as assigned by Supervisor.

Skills

Customer Service

Dispatch experience

Data Entry

Bilingual English/Spanish

Education

High School Diploma

Job description

The Dispatcher receives service call requests and dispatches, schedules and follows-up on work orders, with the goal of minimizing missed appointments and maximizing field technical teams’ productivity.

RESPONSIBILITIES:

• Respond to customer service requests by prioritizing and dispatching work orders for installation and/or trouble calls.
• 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 escalated customer dissatisfaction with call center leadership team.
• Other duties as assigned by Supervisor.

MINIMUM QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• At least one-year Customer Service and/or Dispatch experience
• Knowledge of cable and telecommunications products and services
• Focused, driven to achieve
• Data Entry Experience
• Prior customer service experience in cable, field or office environment
• High School Diploma
• Bilingual (English / Spanish) is a plus
• Ability to work a flexible schedule that includes, days, evenings, weekends and holidays

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.