Field Dispatch & Scheduling Specialist

Altice USA; Greenville (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

Optimum is seeking a Dispatcher Representative to monitor installations and service calls, coordinating with technicians to ensure on-time starts and efficient routing. The role involves handling multiple information sources in a busy communication center and ensuring service orders are completed accurately.

Responsibilities include monitoring work times, assigning jobs, contacting customers, and resolving issues to minimize truck rolls.

Qualifications

• High school diploma or equivalent.
• Dispatcher or equivalent experience required.
• Proficiency in using a Windows-based computer.
• Keyboarding skills.
• 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 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.
• Provision equipment.
• 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.

Skills

Multitask

Prioritize and organize

Work independently and with others

Reading & communication (oral)

Windows-based computer

Keyboarding skills

Extended standing/sitting

Lift up to 15 pounds

Education

High school diploma or equivalent

Dispatcher or equivalent experience

Tools

Windows-based computer

Calculator

Reference materials

Keyboard / Fax

Job description

Optimum is seeking a Dispatcher Representative to monitor installations and service calls, coordinating with technicians to ensure on-time starts and efficient routing. The role involves handling multiple information sources in a busy communication center and ensuring service orders are completed accurately.

Responsibilities include monitoring work times, assigning jobs, contacting customers, and resolving issues to minimize truck rolls.