Dispatcher I

Shentel in; Edinburg (VA); On-site; USD 42,000 - 54,000; Full time

Job summary

Shentel in Edinburg, Virginia, is seeking a Dispatch Specialist to support the Operations Support Center. You will dispatch and track field technicians, coordinate with internal teams, and help manage service orders for multiple service networks.

The role emphasizes customer contact, problem triage, and providing technicians with the information they need to resolve issues. A high school diploma and 1+ year in communications or customer service are required, with telecom experience preferred.

Qualifications

• High School Diploma required.
• 1+ years in communications or customer service required; 0-2 years telecom experience preferred.

Responsibilities

• Keeps track of schedules, routes and field personnel.
• Assures work queue processing across all Dispatch Business Types in all states or areas.
• Dispatches Technicians on troubles and orders.
• Provides additional information to Technician as needed for troubleshooting.
• Provisions customer premise equipment (CPE).
• Assists Technicians when the customer experience or any field metric is in jeopardy due to system issues or limitations outside of the Technician's control.
• Communicates and contacts internal and external customers through various means of interactions.
• Provides support to contractors, vendors, third parties, and internal departments to achieve stated goals.
• Maintains effective contractor relationships through daily communication and leverages systems to support all lines of field operations.
• Collaborate with others under any type of condition.
• Ability to work rotating shifts, including evenings and weekends.

Skills

Genesys/i3

Excel

Word

Visio

Education

High School Diploma

Job description

This role will provide valued support in a team environment and work within the Operations Support Center. Additionally, this team will work with the Drop Coordinators in support of the in-house and any Shentel contract partner technicians. Each member will be competent with the basic scope of Dispatching and general operational field duties associated with multi-service telecommunications networks.

Responsibilities include, but are not limited to, creating, dispatching, and clearing trouble reports for all companies of Shentel. Vital to determining the nature of the trouble and the proper department to handle them, Dispatchers will analyze all reported troubles and dispatch those troubles to the proper department for the necessary service work. These actions include daily contact with internal and external customers, Network Technicians, and Management regarding service orders, dispatching and clearing of troubles, and any service problems.

Job Responsibilities:

• Keeps track of schedules, routes and field personnel.
• Assures work queue processing across all Dispatch Business Types in all states or areas.
• Dispatches Technicians on troubles and orders.
• Provides additional information to Technician as needed for troubleshooting.
• Provisions customer premise equipment (CPE).
• Assists Technicians when the customer experience or any field metric is in jeopardy due to system issues or limitations outside of the Technician's control.
• Communicates and contacts internal and external customers through various means of interactions.
• Provides support to contractors, vendors, third parties, and internal departments to achieve stated goals.
• Maintains effective contractor relationships through daily communication and leverages systems to support all lines of field operations.
• Collaborate with others under any type of condition.
• Ability to work rotating shifts, including evenings and weekends.

Qualification Requirements:

• Education: High School Diploma required.
• Experience Level: 1+ years of Communications/Customer Service experience required. 0-2 years of Telecommunications experience is preferred.

Job Skills & Knowledge:

Skill Requirements:

• Proficient with the Interactive Desktop and Quality applications in Genesys/i3. Knowledge of:
• Microsoft Excel, Word, Visio.

Other Requirements:

• Strength Level: This is sedentary work.

Shentel provides a drug-free workplace and is an EEO employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including sexual orientation and gender identity), national origin, disability, or protected Veteran status.

EEO is the Law and Pay Transparency