Dispatcher

Hotwire Communications Ltd•Fort Lauderdale, FL

48d

About The Position

The Dispatcher receives service call requests and dispatches, schedules and follows-up on work orders, with the goal of minimizing missed appointments and maximizing field technical teams’ productivity.

Requirements

At least one-year Customer Service and/or Dispatch experience
Superior customer service delivery skills
Knowledge of cable and telecommunications products and services
Focused, driven to achieve
Data Entry Experience
Prior customer service experience in cable, field or office environment
High School Diploma
Ability to work a flexible schedule that includes, days, evenings, weekends and holidays

Nice To Haves

Bilingual (English / Spanish) is a plus

Responsibilities

Respond to customer service requests by prioritizing and dispatching work orders for installation and/or trouble calls.
Create dispatch schedule.
Assign customer installation and trouble service appointments using computer system.
Ensure daily routes meet drive time, on-time guarantee, productivity and skill-set goals.
Monitor technicians work order status and adjust throughout the day.
Maintain regular contact with technicians to provide support or adjust service levels based on customer calls.
Places outbound calls to customers both pre-and post-service.
Handle routine problems and/or less active regions and follows standard procedures to accomplish assigned tasks
Produce various excel spreadsheets and reports.
Appropriately escalate customer dissatisfaction with call center leadership team.
Other duties as assigned by Supervisor.