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About the Role

The Optimum Dispatcher monitors scheduled installations and service calls, attending to multiple sources of information in a communication center.

Responsibilities

• Monitor technician work times and report exceptions through TOA.
• Assure route activations/deactivations occur properly to Technician for their start and end of shift.
• Monitor start of 1st job of day to assure Technician starts within designated start time or at beginning of shift if starting at 1st job.
• Contact Technician on jobs that overrun to assure technician is safe or determine if assistance is needed.
• Monitor lunch & break periods for start times and durations.
• Monitor work order pools to assure jobs are assigned throughout the day, use auto routing tool to assist.
• Confirm and assure all jobs are completed and routes are closed when applicable and at the end of the day.
• Review Drive times and activities for reasonableness.
• Prioritize and dispatch customer service requests to available technicians; serve as liaison between customer and technician.
• Monitor workflow throughout the day, using the TOA tool to assure jobs are completed on time, pending work is assigned to available Tech's and work volume is balanced and shared.
• Assign or re-assign jobs to technicians as required to meet customer commitments, notify technical leadership of any jobs remaining in jeopardy.
• Contact customers to confirm appointment times, COD, adult presence and other requirements.
• Reschedule missed appointments and attempt to complete same day.
• Perform post-appointment customer satisfaction calls as required.
• Provision equipment.
• Provide customer assistance to resolve service problems and avoid unnecessary truck rolls.
• Notify technicians of system outages or problems and maintains schedules of service outages.
• Reconcile completed work orders to the billing system.
• Reconcile customer accounts to the billing system.
• Resolve or escalates challenges as appropriate from Technician.
• Record, verify, and/or correct service order information on record via billing system.
• Maximize sales opportunities by identifying customer needs and offering products as solutions.
• Promote current marketing campaigns.
• Perform other duties as assigned.

Requirements

• Dispatcher or equivalent experience required
• Proficiency in using a Windows-based computer
• Keyboarding skills
• Ability to read, write and communicate orally
• Ability to use computer, calculator and reference materials
• Ability to use a keyboard, fax and other standard office machines
• Ability to sit and/or stand for extended periods of time
• Ability to lift up to 15 pounds
• Ability to prioritize and organize effectively
• Ability to multi-task
• Ability to work independently and with others
• Applicants must be authorized to work for ANY employer in the U.S.
• Do not provide visa sponsorship for employment.

Skills

• Windows-based computer proficiency
• Keyboarding skills
• Communication skills
• Computer proficiency
• Calculator proficiency
• Reference material usage
• Fax machine operation
• Office machine operation
• Prioritization skills
• Organization skills
• Multi-tasking skills
• Independent work ability
• Teamwork ability

Education Level

• High school diploma or equivalent

Salary/Compensations

• $39,479.00 - $64,858.00 / year

About the Company

• Optimum is a leader in the fast-paced world of connectivity.
• Our successes are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities.
• Our Guiding Principles are: Do What’s Right, Drive One Optimum, and Make It Happen.
• Employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors.
• Each employee has the power to enact real change, share new ideas, and understand that learning never stops.

Equal Opportunity

• We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
• The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
• Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process.