Drop Dispatcher

America Fujikura Ltd.; Austin, Northern (TX, KY); Hybrid; USD 25,000 - 33,000; Full time

Job summary

ITC Service Group in Austin, Texas, is seeking a Drop Dispatcher to manage scheduling of field technicians for internet and video service installations, ensuring timely appointments.

The role is remote, but may require reporting to the office at times. Dispatch hours are 6AM to 8PM CST, four 10-hour days, with at least one weekend day. You will coordinate with technicians and maintain detailed logs, while handling calls and customer requests.

Qualifications

• High School Diploma is required.
• 1–2 years of dispatching field personnel preferred.
• Prior Cable or Internet experience preferred (understanding of MSO topologies a plus).
• 1–2 years of customer service experience preferred.

Responsibilities

• Create and monitor dispatch schedule of field technicians to ensure timely completion of installations.
• Coordinate and dispatch field technicians to customer homes in accordance with dispatch schedule, customer requests, specifications or needs.
• Maintain accurate and detailed logs, reports and other information on customer services calls and outages.
• Answers inbound calls and addresses internal/external customer needs and concerns in a professional and timely manner.
• Places outbound calls to customers to confirm appointments and reschedule if necessary.
• Achieves organization goals by creating a quality customer service experience by telephone.
• Responsible for following all directives from management that may be assigned.
• Provides on-site support as needed.

Skills

Customer service

Dispatch coordination

Communication

Education

High School Diploma

Job description

AFL manufactures industry-leading fiber optic cable, connectivity and accessories and provides engineering and installation services for some of the largest telecom customers in the world. Our company was founded in 1984 with a single fiber optic cable and today, we manufacture thousands of products, generate an excess of $1B in revenue, and employ more than 5,800 associates worldwide. At AFL, we recognize that our employees are our greatest asset. We hire and train each individual, investing in them to ensure success in their careers. With a commitment to professional development and growth, let us connect you to your next career opportunity.

ITC Service Group is a wholly owned subsidiary of AFL. Founded in 1999 and provides managed services and workforce solutions for the nationwide planning design, construction, installation and maintenance of voice, data, and video networks.

AFL and ITC were built and are operated on similar core values and philosophies. We recognize that our employees are our greatest asset. We hire and train each individual, investing in them to ensure success in their careers.

Let us connect you to your next career opportunity!

ITC Service Group (“ITC”), is seeking a Drop Dispatcher. The Drop Dispatcher is responsible for receiving and reviewing service calls and scheduling orders for installation of internet and video services. The dispatcher will schedule and dispatch field technicians to customers’ homes and is responsible for monitoring location of field technicians and determining approximate appointment schedule.

JOB DETAILS

• Region – Must live within 45 minutes of one of our gfiber markets.
• The employee will work remote, but may be asked to report to the office at any time.
• Dispatch Hours 6AM to 8PM CST – This position would be 4, 10 hour days, hours would be 9AM to 8PM CST, working at least one weekend day.

ESSENTIAL FUNCTIONS

• Responsible for creating and monitoring dispatch schedule of field technicians to ensure timely completion of installations.
• Coordinates and dispatches field technicians to customer’s homes in accordance with dispatch schedule, customer requests, specifications or needs.
• Maintains accurate and detailed logs, reports and other information on customer services calls and outages.
• Answers inbound calls and addresses internal/external customer needs and concerns in a professional and timely manner.
• Places outbound calls to customers to confirm appointments and reschedule if necessary.
• Achieves organization goals by creating a quality customer service experience by telephone.
• Responsible for following all directives from management that may be assigned.
• Provides on-site support as needed.

PHYSICAL DEMANDS

• Work involved phone and computer use, sitting, standing, listening, communicating instruction and scheduling
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• The employee must occasionally push, pull, lift and/or carry up to 20 pounds.

WORK ENVIRONMENT

• The employee will work remote, but may be asked to report to the office at any time. While performing the duties of this job, the employee may occasionally work in inclement weather conditions. The employee frequently works near moving mechanical parts and is frequently exposed to wet and/or humid conditions and vibration.

ATTENDANCE

• Employee is expected to be on the job and on time every scheduled workday. It is his/her responsibility to know when the workday starts and ends on each scheduled workday.

EDUCATION AND EXPERIENCE

• High School Diploma
• One to two years’ experience dispatching field personnel would be preferred
• Prior Cable or Internet experience preferred (understanding of MSO topologies a plus)
• One to two years’ customer service experience preferred

ITC Service Group (“ITC”), is an Equal Opportunity Employer. We do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

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.