Dispatch Specialist

Vyve Broadband•Shawnee, OK

2d•Remote

About The Position

Eagle, Vyve and Northland are leading broadband Internet providers serving largely non-urban communities in 16 states. A technology leader in the cable and broadband sectors, Vyve Broadband offers an extensive range of broadband, fiber connectivity, cable television and voice services for commercial and residential customers. Residential services include high-speed Internet with speeds up to Vyve Gig, all-digital, high-definition video and fully featured digital voice. Vyve Business Services provides optical Ethernet, PRI and hosted voice services to the business community. Together, Eagle, Vyve and Northland serve areas of Alabama, Arkansas, California, Colorado, Georgia, Idaho, Kansas, Louisiana, Nebraska, North Carolina, Oklahoma, South Carolina, Tennessee, Texas, Washington, and Wyoming. Our goal is to consistently provide a positive, all-inclusive customer experience. To accomplish this, our Dispatch team must build customer relationships; both internal and external ‘Own’ every customer’s experience to drive satisfaction and first contact resolution This is a remote/WFH position Job Summary Ensure Customer Satisfaction – Internal and External Work independently and in teams to ensure the success of Vyve Broadband Understand customer needs and expectations l to ensure an exceptional customer experience Receive and respond to a high volume of inquiries from the field technicians and call center representatives and provide expert advice and solutions through consultative problem resolution Provide all pertinent information about the customer and document it using several databases to ensure first contact resolution Develop and maintain a strong product and customer service knowledge base on a continuous basis via internal training opportunities, external sources, and self-education Provide Billing and Technical Care Support customers who have questions about their bill, existing services or potential service enhancements and ensure that expectations have been met. Provide technical support over the phone to resolve customer issues. Educate customers on how to solve billing and technical issues in the future. Listen to customer concerns and diffuse frustration by providing options and solutions Demonstrate understanding and appreciation of customer priorities and seek out long-term solutions.

Requirements

Excellent verbal and written communication skills.
Proven problem solving, analytical and decision making skills.
Solid work experience, history and references.
Experience in a fast paced work environment.
Ability to multi-task and prioritize.
Ability to work in a Windows environment and learn additional programs as needed.
High school diploma required

Nice To Haves

Bachelor’s degree is a plus.

Responsibilities

Ensure Customer Satisfaction – Internal and External
Work independently and in teams to ensure the success of Vyve Broadband
Understand customer needs and expectations l to ensure an exceptional customer experience
Receive and respond to a high volume of inquiries from the field technicians and call center representatives and provide expert advice and solutions through consultative problem resolution
Provide all pertinent information about the customer and document it using several databases to ensure first contact resolution
Develop and maintain a strong product and customer service knowledge base on a continuous basis via internal training opportunities, external sources, and self-education
Support customers who have questions about their bill, existing services or potential service enhancements and ensure that expectations have been met.
Provide technical support over the phone to resolve customer issues.
Educate customers on how to solve billing and technical issues in the future.
Listen to customer concerns and diffuse frustration by providing options and solutions
Demonstrate understanding and appreciation of customer priorities and seek out long-term solutions.