Dispatch Specialist I

Brightspeed • Charlotte, NC

5d • Hybrid

About The Position

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South. Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience. Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none. Check us out on the web! Brightspeed is looking for a Dispatch Specialist I to join our team! As a Dispatch Specialist I you will be responsible for monitoring the workflow for technicians, evaluating and reassigning work as needed. In this key role you will provide updates and status information on the progress of work and escalating as appropriate.

Requirements

• High School, GED or equivalent education and relevant experience
• 2+ years of related experience
• Ability to prioritize with good time management skills
• Strong customer service background
• Excellent communication skills
• Must have PC skills and be well versed in Microsoft Windows
• Understanding of team collaboration & alignment

Responsibilities

• Utilizing systems to monitor workflow and load the work to qualified technicians
• Evaluating and reassigning work to available technicians as needed
• Monitoring and regulating work volumes
• Communicating with technicians and/or other departmental employees to resolve force availability imbalances
• Reading and analyzing exception service orders and repair tickets to dispatch to the appropriate technician based upon the company criteria
• Ensuring that service orders and repair tickets are processed accurately
• Utilizing job skills, company policies, and dispatch procedures to complete assigned tasks
• Contacting customers via phone/email/text to schedule, reschedule, or confirm appointments
• Ensuring customer satisfaction and resolving any appointment-related issues

Benefits

• We offer competitive compensation and comprehensive benefits.
• Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health.
• Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees