Dispatch Support Clerk

Primary Duties

• Route/Assign installation and repair work activities to field technicians

• Proactively monitor the dispatch system to ensure field technician compliance

• Works with Field Team Leaders to address dispatching issues

• Works with LAC, IT, OST and Engineering to resolve service order flow issues to the dispatch system

• Assist in obtaining additional resources to resolve problems

• Reassign field resources based on workload and customer need

• Analyze repair or installation work items when required

• Analyze and assist technicians with cable plats

• Retest or recommit work items when required

• Support field technicians with activating/adding/removing/changing services, STBs, Gateways and ONTs

• Update and complete service orders

• Take calls from customers and internal groups regarding status of orders, appointment verifications, expedites, reschedules, no access, equipment delivery, complaints, and bill adjustments, etc.

• Enter and schedule MTU removals, POTS splitters and wiring tasks

• Create repair tickets for dispatch to field technicians

• Contact customers when service orders cannot be installed because of facilities, slots and ports, held orders, b-wires, etc.

• Change status on held orders

• Monitor and investigate held and pending service orders for possible reschedule or cancel

• Type service orders

• Works with LAC, NOC, SCCC, Business Office, Field Sales, OST and other cross functional teamsters

• Reschedule Third Party Vendor (3PV) visits if required

• Update, complete and distribute service orders as required

• May be required to cross train others

Experience/Background

• Demonstrated experience using Loopcare testing systems

• Demonstrated experience working with installation and repair dispatch

• Demonstrated experience working with various CBT systems (OWM, TALON, FAAR, COCRIS, AEGIS, CATD, ONDEMAND,PREDICTOR, ETADIRECT, WORKBENCH, TROUBLE EVALUATOR, SWOOP, TRIAD, TRIAD LITE, CNR, THE SCHEDULER, CMS, LOOPCARE and SOE)

• Demonstrated experience with complex business services and products

• Demonstrated experience with Microsoft Windows OS (Excel, Word, Access)

• Associate's Degree in a related technical field would be beneficial

• Excellent customer service skills demonstrated in customer contact position

• Excellent oral and written communications skills necessary

• Demonstrated experience with Service Orders (business and residence

• Exhibits a high level of leadership and problem solving skills

• Ability to multi-task in fast paced environment

Work Environment

• May be required to work day, evening, or night tours

• May be required to work overtime, emergency callouts, weekends, and holidays

• Will be required to wear a head set for duration of tour

• Work is confined to a work station with PC and constant communication over telephone

Job Type: Full-time

Schedule:

• 8 hour shift
• Weekend availability

Work Location: One location