Dispatch Representative

Optimum•Town of Islip, NY

2d•$39,479 - $64,858

About The Position

Under supervision, the Optimum Dispatcher monitors scheduled installations and service calls. Attends to multiple sources of information in a communication center. We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities. If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!

Requirements

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
Applicants must be authorized to work for ANY employer in the U.S.

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.