Dispatcher

Multi-Comm Inc.•Moreno Valley, CA

8d•$17 - $23•Onsite

About The Position

Multi-Comm, Inc. is a Veteran-Owned Small Business that provides installation and maintenance services for cable television and telecommunications, including commercial cable and fiber-optic installation, maintenance, rewiring, retrofit, and structured cabling. The company emphasizes safety, quality, customer satisfaction, and quality workmanship. The Dispatcher handles inbound calls and emails from field technicians and may review pending work orders and help technicians troubleshoot remotely, including coding, signal, and maintenance issues. The role communicates and records information by telephone, email, and messaging, and requires professional collaboration with coworkers, senior management, customers, and vendors. The position is in person at the Moreno Valley office and is not remote. A possible schedule is 10:00 a.m.–6:30 p.m., Friday through Tuesday; the shift may change according to business needs, and flexibility is required. Company operations run from 7 a.m. until the last technician leaves the field, Monday through Sunday, and the dispatcher may need to provide coverage.

Requirements

Strong written and verbal communication, basic math, organizational, and interpersonal skills.
Strong customer service background.
Ability to work in a fast-paced, high-pressure environment while operating several programs and paying attention to detail.
Ability to communicate professionally with coworkers, senior management, customers, and vendors.
Ability to multitask, work efficiently, use initiative, and follow company procedures.
Reliability and ability to work as part of a team.
Ability to pass a pre-employment background test and drug screen.
Flexibility to provide coverage as needed.

Nice To Haves

Knowledge of the cable industry or a similar service industry.
Experience with 10-key.
Prior customer service and/or dispatch experience.
Knowledge of OMSE, Kitty, Orange Tools, Penguin Data, Tech Director, and CSG.
Knowledge of Microsoft Office.
Understanding of telecommunications products and services.

Responsibilities

Handle inbound calls and emails from field technicians.
Review pending work orders and assist technicians with remote troubleshooting for issues such as coding, signal, and maintenance problems.
Communicate and record information by telephone, email, and messaging.
Monitor technicians’ work routes to support on-time arrival at appointments.
Support field productivity through efficient call handling and assistance.
Enter information into company programs and databases to maintain accurate customer service histories and service-call records.
Ensure work orders are closed with the correct coding, notes, and timestamps.
Verify that installed services match the services on the customer account and that appropriate charges are added, ensuring billing is complete and accurate.
Maintain positive customer and working relationships and project a positive, professional company image.
Operate a computer and its various functions.
Perform other duties as requested in a timely manner.

Benefits

Paid training.
Medical, dental, and vision benefits.
AFLAC.
AD&D and life insurance.
Company-sponsored life insurance policy and accidental death and dismemberment coverage.
Comprehensive employee rewards program.
Employee of the Month program.
Employee referral program.
Paid sick leave.
Supportive management and company culture.