Dispatch Representative

IQ Fiber•Jacksonville, FL

9d•Onsite

About The Position

Because the internet is now the heartbeat of our homes and an essential tool for business, it should run without interruption or stress. IQ Fiber was created to offer 100% fiber-optic high-speed internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of our rapidly growing team, your contributions will directly impact our success. Your work matters here. We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where your voice matters. You’ll find a team that works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice. This is an on-site position located in Jacksonville, FL. Training will be 5 days a week for 8-hour shifts, once all training is completed, schedule will adjust to 4 days a week for 10-hour shifts, including weekends. Position Summary: Our Dispatch Representatives are responsible for the coordination and maintenance of daily scheduled installation and service appointments and dispatching teams of technicians. The successful candidate will have strong interpersonal skills, excellent clerical, and organizational skills to keep track of schedules, routes, and personnel. Our Dispatch Representatives must have various levels of experience juggling multiple activities to ensure orders and service tickets are completed by the field technicians in a timely manner.

Requirements

Proven experience as a dispatcher or relevant position.
Minimum of one (1) year customer service experience.
Excellent oral and written communications skills internally and customer-facing.
Strong time management, organizational, and prioritization capabilities.
Ability to think ahead and plan for the most efficient routes and use of techs to complete work.
Ability to challenge the status quo with a focus on continuous improvement.
Ability to relay information in a fast-paced environment.
Ability to work under stress and answer high volume incoming orders, tickets, calls and balance multiple priorities.
Ability to multitask with different, and sometimes conflicting, events happening at the same time.
Ability to work independently.
Strong attention to detail.
Proficiency with Microsoft Office (Excel, Word).
Knowledge of computers for scheduling and other dispatching duties.
High school diploma or equivalent.

Responsibilities

Receive and dispatch orders for installation or service.
Prioritize appointments according to urgency or importance.
Utilize computer, phone, text communication with technicians and/or customers.
Communicate clearly and effectively with multiple departments and leadership.
Monitor status of field techs to coordinate and prioritize their schedule.
Monitoring incoming orders and ensuring these are fulfilled effectively.
Prioritize new unscheduled service calls for service technicians to best meet customer’s needs.
Set up daily and on-call schedule for all service technicians.
Provides technicians with any pertinent information regarding service calls.
Supports technicians to ensure service orders are updated and closed accurately upon work completion.
Supports field service technicians in the field to resolve problems quickly.
Other duties as assigned.