Workforce Management Technician I

Bluepeak • ,

1d

About The Position

The Workforce Management Technician I position holds the responsibility for answering incoming calls from field technicians, tech supervisors, tech managers and customer care. The dispatcher is responsible for route verification, closing completed work orders, addressing missed appointments and escalations, quota requests, outages, dispatch of service out work orders, customer contact and updating billing system as necessary. Be part of our innovation- building and delivering a fiber-rich internet connection to people’s doorsteps.

Requirements

• High school diploma.
• Customer Service experience in a call center required.
• Dispatch experience desired.
• Completing work orders.
• Entering data necessary to the completion of the work order (i.e. equipment inventory numbers, arrival/completion times).
• Monitor technician work progress vs. scheduled appointment windows.
• Rescheduling incomplete work orders. Verifying reschedule date via customer contact.
• Ongoing customer contact to ensure notification and customer compliance.
• Correctly identify and dispatch outages following established processes and procedures.
• Clear outages after service have been restored. Alert personnel via established processes and procedures.
• Monitor and dispatch as appropriate service out work order pools. Process includes screening work order pool to ensure that only valid service out work orders are dispatched. Troubleshoot with customers when necessary.
• Track outages for reporting purposes.
• Follow established processes and procedures for service outs, outages, missed appointments and customer complaints. Provide thorough follow up via ongoing customer contact.
• Quota management as appropriate for each market.
• Ongoing billing system note updates.
• Addressing market specific email boxes submissions constantly to ensure customer satisfaction and attention.
• Effectively communicate with field partners, customers and peers.
• Meet or exceed company objectives as they relate to the dispatcher position.
• Ability to work scheduled shifts as designated by management to meet business needs.
• Meet minimum quality assurance review standards as described by management.
• MS Office suite, internet software, email communication, ICOMS billing system.

Responsibilities

• Completing work orders.
• Entering data necessary to the completion of the work order (i.e. equipment inventory numbers, arrival/completion times).
• Monitor technician work progress vs. scheduled appointment windows.
• Rescheduling incomplete work orders. Verifying reschedule date via customer contact.
• Ongoing customer contact to ensure notification and customer compliance.
• Correctly identify and dispatch outages following established processes and procedures.
• Clear outages after service have been restored. Alert personnel via established processes and procedures.
• Monitor and dispatch as appropriate service out work order pools. Process includes screening work order pool to ensure that only valid service out work orders are dispatched. Troubleshoot with customers when necessary.
• Track outages for reporting purposes.
• Follow established processes and procedures for service outs, outages, missed appointments and customer complaints. Provide thorough follow up via ongoing customer contact.
• Quota management as appropriate for each market.
• Ongoing billing system note updates.
• Addressing market specific email boxes submissions constantly to ensure customer satisfaction and attention.
• Effectively communicate with field partners, customers and peers.
• Meet or exceed company objectives as they relate to the dispatcher position.
• Ability to work scheduled shifts as designated by management to meet business needs.
• Meet minimum quality assurance review standards as described by management.

Benefits

• Competitive Compensation + Annual Bonus Eligibility
• Comprehensive Benefits Package, Including Medical, Dental, Vision, Life, and 401(k)
• Generous Vacation and Paid Sick Time + Paid Holidays and Personal Days
• Professional Development With an Emphasis on Internal Promotion
• Employee Discounts on Bluepeak Services, Including Internet

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED