What are the responsibilities and job description for the Dispatch Specialist position at Lumen?
The Role
A Dispatch Specialist at Lumen is responsible for monitoring workflow and load for technicians and for evaluating and reassigning work as needed.
You will provide updates and status information on the progress of work and escalating as appropriate.
Location and Schedule
This is a Work From Home position
- Monday through Friday - with a rotational Saturday
- 40 hours a week, with Overtime as an option
- Dispatch Center Hours are 5 : 30 am 7 : 00 pm Central. You will be assigned an 8-hour shift within that time. Exact shift will be discussed during interview.
You must reside in one of these states for consideration.
Arizona, Colorado, Iowa, Idaho, Minnesota, North Dakota, Nebraska, New Mexico, Oregon, South Dakota, Utah, Washington, Wyoming
The Main Responsibilities
- Monitor work and load to qualified technicians.
- Evaluate and reassign work to available technicians as needed.
- Provide updates and status information on the progress of work.
- Attempt to ensure all commitments are met, escalating as appropriate.
- Read and assess service orders and repair tickets to dispatch to the appropriate technician based on the company criteria.
- Ensure that service orders and repair tickets are processed accurately, closing them as necessary.
- Verify and / or clarify conflicting information on tickets with testers.
- Screen work as needed so that technicians can be dispatched.
- Work with other departments to facilitate the completion of orders and proper processing of work.
- Connect with residential and / or business customers to reschedule missed appointments, recommit work, or advise customers of order / repair status.
- Respond to incoming calls and chats.
- Utilize numerous internal systems to perform required work.
What We Look For in a Candidate
Required
As a work-from-home employee, Lumen will supply you with a desktop computer running Windows 10, a second monitor, a keyboard, a mouse, a USB headset, and a webcam.
You must meet the following physical / logistical requirements for "at-home" work in this position :
- You are comfortable sitting down all day with a headset taking calls and using a computer screen.
- High-Speed Internet Service and unlimited internet access is required. It is also important that you have a stable, reliable and uninterrupted internet service for the position.
- Establish a dedicated workplace in your home or work location. The workplace must have an adequate work surface and be free of background noise / distractions that may interrupt calls.
Preferred
Preferred candidates will have some customer service or dispatch related experience.
Legal Statements
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation.
You will not be penalized for redacting or removing this information.
Compensation
Minimum Hourly Wage $13.57
Maximum Hourly Wage $24.00
Requisition # : 335556 Background Screening This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be : (a) required to join the union and pay union dues as a condition of employment;
or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.
Equal Employment Opportunities
Salary : $14 - $24
