Service Order Dispatcher - Customer Support & Telcom

Veterans First Initiative; Oak Ridge (TN); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Job summary

Veterans First Initiative in Oak Ridge, TN is seeking a Customer Service Specialist - Service Order Dispatcher to support the ORF-ICN. The role handles Service Orders and Trouble Tickets, coordinates field dispatches, and maintains accurate billing data within the TMS.

Candidates must pass a background check and be able to obtain an uncleared PIV card from the DOE. Two years in a call center or professional environment and solid telecommunications knowledge are expected.

Qualifications

• Two years of experience in a call center, office, or other professional environment with defined work processes designed to support customer/end user requests and requirements.
• Telecommunications Lifecycle Knowledge: An understanding of voice and data telecommunications and IT environments.
• Strong communication and organizational skills, professional demeanor, and time management.

Responsibilities

• Receive and support Service Order requests (SO) and Trouble Tickets (TT) from start to finish.
• Dispatch technical personnel to perform the work and/or resolve issues.
• Follow up with users to ensure work was completed and services restored to satisfaction.
• Maintain data integrity in the TMS and ensure accurate call detail records (including E-911 ANI/ALI).
• Produce TMS billing and call detail reports and adhere to DOE cybersecurity standards.

Skills

Call center experience

Customer service skills

Data entry

Telecommunications knowledge

Tools

TMS system

Job description

Veterans First Initiative in Oak Ridge, TN is seeking a Customer Service Specialist - Service Order Dispatcher to support the ORF-ICN. The role handles Service Orders and Trouble Tickets, coordinates field dispatches, and maintains accurate billing data within the TMS.

Candidates must pass a background check and be able to obtain an uncleared PIV card from the DOE. Two years in a call center or professional environment and solid telecommunications knowledge are expected.