Dispatch/Provisioning Technician_Part Time

TruVista Communications Inc• Chester, SC, US, SC

4d•Hybrid

About The Position

Dispatch/Provisioning Technicians work as part of a team to organize, prioritize, and distribute daily Field Operations assignments. This part-time position answers customer and technician calls Monday through Friday from 5:00 p.m. to 9:00 p.m. and Saturday from 8:00 a.m. to 5:00 p.m. The essential job functions include responding to customer escalation calls, scheduling technician visits, and working to meet requested service dates. This role also involves rescheduling trouble calls and service orders as needed, ensuring technicians have a full workload for the next business day, and manually provisioning equipment when needed. Additionally, the position performs general clerical duties, including answering technician and customer calls to provide provisioning support, and contacts customers after provisioning-only orders are processed to confirm services are working properly. The technician will manage customer escalations, including fast-lane and aged trouble calls, and perform provisioning and assignment duties as workload or staffing needs require. The role requires performing duties at a home office on weekends and during evening hours, and at the Truvista office as required for training and follow-up support. Other related duties as assigned by management are also part of this role.

Requirements

Must be available to work evenings and weekends.
Customer Service – Effectively manages difficult or emotional customer situations, solicits customer feedback to improve service, and meets customer commitments.
Interpersonal Skills - Focuses on resolving conflict vs. blaming others, maintains confidentiality, and is open to coaching and innovative ideas. Able to work independently.
Communications - Communicates clearly and professionally, listens carefully, asks clarifying questions, responds effectively to questions, and prepares professional written business correspondence.
Teamwork – Provides and welcomes feedback, contributes to a positive team spirit, and supports team member efforts to succeed.
Attendance / Punctuality – Is logged in and ready to work at the start of each shift and limits unscheduled absences.
Leadership - Inspires and motivates others to perform well, provides vision and inspiration to peers, and gives appropriate recognition to others. Exhibits sound judgment, makes good decisions, and is willing to learn.
Organizational Support - Follows policies and procedures and completes administrative tasks correctly.
Planning and Organizing - Prioritizes and plans work effectively and uses work time efficiently. Pays close attention to detail.
Interpretation – Able to read, analyze, and interpret instructions, contracts, policies, documents, and regulations.
Calculations – Able to calculate adjustments and amounts such as discounts, pro-rata, percentages, and apply concepts of basic accounting.
Professionalism – Maintains a professional appearance. Approaches others in a tactful manner, reacts well under pressure, and treats others with respect and consideration regardless of their status or position. Accepts responsibility for own actions and follows through on commitments.
Computer/Office Systems Skills – Possesses solid operating knowledge of Microsoft Word, Excel, Outlook, and various other job related software – to include phone systems.
High school diploma or equivalent required.

Nice To Haves

Bilingual proficiency in English and Spanish is a plus.
One to three years of related experience preferred; industry experience also preferred.

Responsibilities

Responds to customer escalation calls, schedules technician visits, and works to meet requested service dates.
Reschedules trouble calls and service orders as needed.
Ensures technicians have a full workload for the next business day.
Manually provisions equipment when needed.
Performs general clerical duties, including answering technician and customer calls to provide provisioning support.
Contacts customers after provisioning-only orders are processed to confirm services are working properly.
Manages customer escalations, including fast-lane and aged trouble calls.
Performs provisioning and assignment duties as workload or staffing needs require.
Performs duties at home office on weekends and during evening hours.
Performs at Truvista office, as required, for training and follow up support.
Performs other related duties as assigned by management.