Dispatch Representative

Altice USA•Greenville, NC

About The Position

Under supervision, the Optimum Dispatcher monitors scheduled installations and service calls and attends to multiple sources of information in a communication center. The role prioritizes and dispatches customer service requests to available technicians, serving as a liaison between customers and technicians. The dispatcher monitors workflow, technician schedules and work orders, supports customer service, and reconciles service and account information with the billing system. The position also identifies customer needs and promotes products and current marketing campaigns. Optimum describes its culture through three Guiding Principles: Do What’s Right, Drive One Optimum, and Make It Happen. Employees are encouraged to help customers and coworkers, share ideas, and continue learning. Optimum is an Equal Opportunity Employer and provides reasonable accommodations upon request in accordance with applicable requirements.

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 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 technicians’ first jobs of the day to ensure they start within the designated time or at the beginning of the shift when starting at the first job.
Contact technicians about jobs that overrun to confirm their safety and determine whether assistance is needed.
Monitor lunch and break start times and durations.
Monitor work order pools and ensure jobs are assigned throughout the day, using the auto-routing tool as needed.
Confirm jobs are completed and routes are closed when applicable, including at the end of the day.
Review drive times and activities for reasonableness.
Prioritize and dispatch customer service requests to available technicians and serve as a liaison between customers and technicians.
Monitor workflow using the TOA tool to ensure timely job completion, assign pending work to available technicians, and balance and share work volume.
Assign or reassign jobs to technicians as required to meet customer commitments and notify technical leadership about 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 and customer accounts to the billing system.
Resolve or escalate challenges raised by technicians as appropriate.
Record, verify, and/or correct service order information in the billing system.
Maximize sales opportunities by identifying customer needs and offering products as solutions.
Promote current marketing campaigns.
Perform other duties as assigned.