I&R Dispatcher

Ritter Communications•Jonesboro, AR

12d

About The Position

Ritter Communications is the largest privately held telecommunications provider serving exclusively the Mid-South, offering world-class broadband fiber, telecom, video, and data center services. The company has grown rapidly over the years, investing millions recently in technology infrastructure and is now serving 197 communities and more than 60,000 customers in Arkansas, Tennessee, Texas, Missouri, Kentucky and Louisiana. Headquartered in Jonesboro, Arkansas, Ritter Communications invests heavily in the communities it serves by deploying proven, best-in-class infrastructure and technology, while coupling it with a world-class customer-focused experience. We are looking for an experienced I&R Dispatcher to join our team! General Summary: This role monitors systems for incoming orders and assigns service orders to technicians and contractors, and verifies that steps required for the job have been met before scheduling. Coordinates with other departments and customers to accomplish a correct and timely work order, while also maximizing effectiveness of the scheduling process. Schedules all projects in Time Management and notifies applicable departments / individuals of job delay or completion.

Requirements

Knowledge of general office practices and procedures
Knowledge of company policies and procedures
Knowledge of company products and services
Knowledge of written communication practices, procedures and formats
Knowledge of various operating systems, Word, Excel, Explorer and Outlook
Skill in creative problem solving and working with others to achieve results
Skills in prioritizing and completing multiple projects
Skill in operating various office equipment such as a personal computer, copier, fax, and telephone systems
Skill in oral and written communication
Ability to communicate with customers, co-workers, and various business contacts in a professional and courteous manner
Ability to handle multiple tasks, work under pressure, and meet organizational deadlines – high level of customer service urgency and ability to deal with expedited issues
Ability to pay close attention to detail
Ability to follow written and oral instructions
Ability to prioritize tasks and practice effective time management
High school diploma or GED required.

Nice To Haves

One to two years previous experience in dispatching or coordination/scheduling of resources preferred.

Responsibilities

Monitors and maintains scheduling of incoming work orders.
Escalates to supervisor any quantity, quality or timeline issues regarding incoming dispatch work orders that need additional approval
Works in conjunction with customer service representatives, service delivery coordinators and inventory control to ensure the accuracy of work orders and the availability of resources (technicians and equipment), and the clarity of communication to fulfill customer expectations
Prioritizes, organizes, schedules, and reassigns work orders for installation, service, and repair to meet special requirements and urgencies.
Monitors re-dispatch queue including equipment needed to complete work order
Verifies that proper technicians are assigned to work order
Communicates with appropriate department regarding technician status
Coordinates cable contractors including necessary documents needed for them to complete order
Enters work orders into the system, ensuring all information such as arrival time, completion time are captured correctly
Updates the system to reflect the daily route progress
Creates various reports for management such as analyzing the number of tickets closed or the number of work orders per technician
Performs all other related duties as assigned by the Service Delivery Manager.