Dispatch Representative

Altice USA•Town of Islip, NY

1d•$39,479 - $64,858

About The Position

Under supervision, the Optimum Dispatch Representative monitors scheduled installations and service calls and attends to multiple sources of information in a communication center. The role coordinates technicians, routes, customer appointments, service requests, work orders, and account information to support timely service and customer commitments. The representative also provides customer assistance, supports sales opportunities, and promotes current marketing campaigns.

Requirements

High school diploma or equivalent.
Dispatcher or equivalent experience required.
Proficiency using a Windows-based computer.
Keyboarding skills.
Ability to read, write, and communicate orally.
Ability to use a 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.
Ability to lift up to 15 pounds.
Ability to prioritize and organize effectively.
Ability to multitask.
Ability to work independently and with others.

Responsibilities

Monitor technician work times and report exceptions through TOA.
Ensure route activations and deactivations occur properly for technicians at the start and end of shifts.
Monitor the first job of the day to ensure technicians start within the designated start time or at the beginning of their shift when starting at the first job.
Contact technicians about jobs that overrun to confirm they are safe and determine whether assistance is needed.
Monitor lunch and break start times and durations.
Monitor work order pools to ensure jobs are assigned throughout the day, using the auto-routing tool as needed.
Confirm jobs are completed and routes are closed when applicable and at the end of the day.
Review drive times and activities for reasonableness.
Prioritize and dispatch customer service requests to available technicians, acting as a liaison between customers and technicians.
Monitor workflow throughout the day using the TOA tool to ensure timely job completion, assignment of pending work to available technicians, and balanced work volume.
Assign or reassign jobs to technicians to meet customer commitments and notify technical leadership of jobs remaining in jeopardy.
Contact customers to confirm appointment times, COD, adult presence, and other requirements.
Reschedule missed appointments and attempt to complete them the same day.
Perform post-appointment customer satisfaction calls as required.
Provision equipment.
Assist customers in resolving service problems and avoiding unnecessary truck rolls.
Notify technicians of system outages or problems and maintain schedules of service outages.
Reconcile completed work orders to the billing system.
Reconcile customer accounts to the billing system.
Resolve or escalate challenges reported by technicians as appropriate.
Record, verify, or correct service order information in the billing system.
Identify customer needs and offer products as solutions to maximize sales opportunities.
Promote current marketing campaigns.
Perform other duties as assigned.